Technical Support Associate – German
Job Summary:
This role involves providing technical support to customers across the designated product range. The successful candidate will be responsible for receiving and addressing customer inquiries and complaints in a professional and friendly manner.
Key Responsibilities:
* Receive and address customer calls and email communications in a timely and efficient manner.
* Provide first-level support by troubleshooting customer complaints and documenting all interactions using the appropriate guidelines and procedures.
* Communicate complaint investigation conclusions to customers through written reports and phone conversations.
* Review, prioritize, and manage group mailboxes to ensure all inquiries and complaints are actioned as per procedures.
* Resolve and address any complaints or inquiries within the targets described within the key performance indicators for individuals, the team, and the company.
Requirements:
* Minimum Qualifications: 3rd Level Certificate, Diploma or Degree in a relevant discipline such as Science, Biomedical, Medical Transcription, Healthcare Services, Nursing, or an Engineering discipline.
* Fluent German and English language skills are essential for this role.
* Desirable - A minimum of 1-year experience working in a medical/clinical environment or in a customer-facing support role in an associated industry.
* Demonstrates the application of problem-solving methodologies, detail-oriented, critical-thinking, experienced at investigating and resolving complex issues.
* Computer Literate; proficient in MS Word, PowerPoint, Excel, and Outlook.
* Strong written and verbal communication skills.
What We Offer:
* A fast-paced department with opportunities for growth and development.
* Competitive salary and benefits package.
* A dynamic and supportive team environment.