Product Support Associate - Danaher Corporation
Danaher
- Accra
- Permanent
- Full-time
- Engage customers to understand the nature of their requests and triage critical issues.
- Promptly identify the issue through data collection, troubleshooting and remote connection to customer systems.
- Provide basic product information and resolve routine product complaints and inquiries.
- Document complaints and resulting investigations in the complaint management system.
- Prepare more complex cases for escalation.
- Adhere to Quality Management System procedures.
- Maintain product knowledge and support continuous improvement efforts.
- Contribute to quality compliance through accurate and concise case documentation.
- Complete all assigned and required training satisfactorily and on time.
- Perform additional tasks as assigned by the Technical Support Manager or Supervisor.
- Complete all assigned and required training satisfactorily and on time.
- High School diploma (or equivalent) with multiple years of experience in a call centre/service or product support role OR
- A B.S. degree or equivalent combination of education and experience may be substituted for required experience.
- Fluent French and English (written and oral) are required, Arabic could be a plus.
- Customer-oriented – understands customer expectations and can empathize with customer & patient needs.
- Knowledge and use of commercial computer application packages (MS Office).
- Familiarity with SalesForce.com (or a similar CRM System) is a plus.
- Able to follow complex procedures and processes.
- Excellent written and verbal communication skills.
- Curious & self-motivated with the ability to learn a complex technology platform quickly.
- Proactively analyzes situations and proposes appropriate actions.
- Works independently in a structured manner with the ability to prioritize critical tasks.
- Builds collaborative work relationships with different teams, including Field Service, Sales, Marketing and Quality.
- Thrives in a dynamic and fast-paced environment.
- Available to work different shifts, evenings, weekends, and holidays as necessary.
- Fully remote office work.
- May include extended computer and telephone work involving repetitive arm/wrist motions.
- May include occasional overnight travel.
- Bachelor's degree in Life Science or with work experience in Biotechnology, Clinical Biology or the Medical Device Industry
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