Technical Support Specialist - French language
Abbott
- Galway
- Permanent
- Full-time
- Receive inbound Customer calls and email communications and address in a professional and friendly manner.
- Review, prioritize and manage group mailboxes to ensure all inquiries and complaints are actioned
- Maintain ability to comply with business continuity plan (i.e. Work remotely if required)
- Provide first level support in troubleshooting customer complaints across the designated product range by analyzing 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, 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.
- 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 ARDx Technical Support team.
- Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
- Support the Technical Support Team Lead / Supervisor in their designated country by fostering teamwork by organizing workload & escalating in country issues.
- Support the team as SME for Product/Process/System and develop expertise in designated products.
- Responsible for ensuring Hub training material is up to date on product updates/launches and training Hub team as needed.
- Support customers in different market time zones as required for the position.
- 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 required.
- Minimum 3 years of experience required 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. Fluency in the language required for the role
- Demonstrates the application of advanced problem-solving methodologies, is detail-oriented, a critical thinker, and experienced at investigating and resolving complex issues
- Demonstrates an advanced understanding of the principles of good Technical writing.
- Computer Literate; proficient in MS Word, PowerPoint, Excel and Outlook
- Fluency in a second European/APAC language is a distinct advantage
- Strong written and verbal communication skills
- The role is office based but a degree of flexibility is required.
- Ability to take ownership, organize workload and change priorities quickly
- Assume responsibility and accountability for daily tasks and highlights any risk to Technical Support Team Lead / Supervisor.
- Proven ability to function in a self-directed environment, innovative thinker who is positive, proactive and readily embraces change.
- Self-starter possesses flexibility and ability to work under pressure in a fast-changing environment and ambiguous situations with shifting priorities. Supporting different markets as needed.
- Effective communicator, both articulate & verbally presentable. Communicate technical knowledge to both customers and colleagues as necessary
Galway : Parkmore East Business ParkADDITIONAL LOCATIONS:WORK SHIFT: Ie - 37.5Hst0 (Ireland)TRAVEL: Not specifiedMEDICAL SURVEILLANCE: NoSIGNIFICANT WORK ACTIVITIES: Not Applicable