Job Title: Technical Support Associate - German
We are seeking a highly skilled Technical Support Associate to join our team in Galway City.
Overview
Our client is a multinational medical devices and health care company based in Ireland. As a Technical Support Associate, you will be responsible for providing top-notch support to customers across the designated product range.
Primary Responsibilities and Duties
* Receive inbound customer calls and email communications and address them in a professional and friendly manner.
* Provide first level support in troubleshooting customer complaints by analysing customer problems and asking the appropriate questions to resolve.
* Document complaints and inquiries using the appropriate guidelines and procedures to ensure accuracy of the records.
* Communicate complaint investigation conclusions to customers through written reports and phone conversations.
* Review, prioritise 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.
* Continually evaluate and identify opportunities to drive process improvements that positively impact the customer experience.
* Develop and maintain areas of expertise in product specialisms required for the role; sharing and expanding knowledge within the Technical Support team.
Requirements
* Minimum Qualifications:
o 3rd Level Certificate, Diploma or Degree in a relevant discipline (e.g., Science, Biomedical, Medical Transcription, Healthcare Services, Nursing, Engineering).
o Fluent German and English is essential for this role.
o Desirable - The individual will have a minimum of 1-year experience working in a medical/clinical environment or in a customer-facing support role in an associated industry.
o Demonstrates the application of problem-solving methodologies, is detail-oriented, a critical thinker, and experienced at investigating and resolving complex issues.
o Demonstrates an understanding of the requirements of technical writing.
o Computer literate; proficient in MS Word, PowerPoint, Excel, and Outlook.
o Strong written and verbal communication skills.
o The role is office-based but a degree of flexibility is required.