German Technical Support Associate

Technical Support Associate – German

Overview

My client is multinational medical devices and health care company based in Galway, Ireland, they are hiring for a German speaking Technical Support Associate. The successful candidate will report to the EME/APAC Technical Support Team Lead in a fast-paced department Technical Support division.

This role is a 12 -month temp contract via CPL with fluent German being essential. This contract also has a view to extension.

Primary Responsibilities and Duties

• Receive inbound Customer calls and email communications and address in a professional and friendly manner.
• Provide first level support in troubleshooting customer complaints across the designated product range by analysing customer problems and asking the appropriate questions to resolve.
• Documenting complaints and inquiries using the appropriate guidelines and procedures to ensure accuracy of the records.
• Communication of 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.
• To 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 role, sharing and expanding knowledge within the Technical Support team

Requirements

· Minimum Qualifications: 3rd Level Certificate, Diploma or Degree in relevant discipline i.e. but not limited to Science, Biomedical, Medical Transcription, Healthcare Services, Nursing, Engineering discipline.

· The individual will have a minimum of 1-year experience working in a medical/clinical environment or in customer facing support role in an associated industry and be capable of providing excellent customer experience with challenging technical complaints.

· Demonstrates the application of problem-solving methodologies, detail-oriented, a critical-thinker, experienced at investigating and resolving complex issues

· Demonstrates an understanding of the requirements of technical writing.

· Computer Literate; proficient in MS Word, PowerPoint, Excel and Outlook

· Strong written and verbal communication skills

· The role is office based but a degree of flexibility is required.

· Ability to take ownership, organise workload and change priorities quickly

· Assume responsibility and Accountability for daily tasks and highlights any risk to Team lead.

If interested, please forward your most updated CV to

#CplGalCommercial24

#LI-SK3