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Technical Support Representative German-speaking
Majorel is looking for fluent German and English speakers as Technical Support Representatives for one of its clients in Barcelona, a leading company in diabetes management devices. Do you have the ability to empathize with the patients and their condition, and to readily recognize their needs? Do you show compassion and awareness when interacting with others?
You will join a brand new project which is rigged for strong growth in 2020, where you will find a challenging and hectic environment, as well as great opportunities to develop your career and help us build yet another success story.
Job description:
As a Technical Support Representative you will be interacting with patients, parents, caretakers and distributors for people affected by diabetes that use our clients’ products. As first point of contact, a problem-solving and troubleshooting mind set are also fundamental to ensure a 360° understanding of the patients’ perspectives.
Your assistance gives the entire family a sense of comfort and ability to move forward with their lives in a positive and productive way. Working in a dynamic environment with our dedicated and focussed team, you ensure a high-quality experience for each patient by appropriately engaging and connecting with them as you provide troubleshooting assistance to determine why the service, equipment or feature is inoperable and/or to troubleshoot their issues so they can use the products as intended.
Essential Duties and Responsibilities:
- Take calls on patient inquiries, product/service concerns, and technical issues relating to mobile apps, cloud software and associated hardware.
- Access and update patient accounts through computer-based systems. Monitor current procedures to ensure compliance with set standards.
- Provide technical support and training to patients and healthcare providers. Serve as first point-of-contact for patients and medical professionals. Help with patient support issues. Coordinate with Customer Advocacy to ensure records are maintained to a high standard.
- Take calls on patient inquiries and complaints. Respond to patient phone calls and emails with troubleshooting tips and specific instructions. Review and discuss data with patients. May require some training of patients over the phone.
- Use and maintain software and databases appropriately. Document and analyse patient and product information, send replacements and samples, and perform patient follow-up per department standards.
- Participate in new product training (as required when new products are launched).
- Comply with all elements of the Quality System, regulatory requirements, and patient confidentiality and privacy as outlined for the position.
- Promote and maintain high-quality technical support standards within the Technical Support department achieving the agreed service levels.
- Ensure that the client maintains satisfactory results in the periodic customer surveys.
- HND level educated and/or 1+ years of relevant customer/technical support experience.
- Native German and Fluency in English, both written and oral communication. Fluency in Dutch, French, Spanish, Italian or another European language is an advantage.
- Sound working knowledge of all Windows/Mac OS X operating systems and associated web browsers Internet Explorer, Chrome, Safari and Firefox.
- Proven experience of supporting mobile apps, both iOS and Android, as well as Cloud based reporting systems.
- Innate ability to troubleshoot and problem solve issues while exhibiting strong customer service skills and excellent phone acumen.
- Strong verbal and written communication skills, including effective listening skills and ability to communicate accurately and effectively in person, over the telephone, through email and other business correspondence.
- Superior phone acumen and ability to show empathy to customers.
- Ability to retain detailed information, troubleshoot and solve problems.
- Strong proficiency in troubleshooting issues and thinking through problems.
- Able to work flexible hours on a rotating schedule including evenings, holidays and weekend
- Ability to work independently with supervision as required and with other departments.
- Desire, drive and willingness to be part of a very fast-moving company.
- Technically proficient skill set in the areas of troubleshooting medical devices
- Degree level educated in a computer-based discipline
- A multicultural and international working environment;
- Possibility to take part in a new and exciting department, with great opportunities to grow your career;
- Thorough initial training and continued personal coaching;
- Modern office spaces, well connected by public transportation;
- A responsible employer with an excellent reputation in the outsourcing industry.
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