Technical Support Associate – German – Permanent Overview My client is a multinational medical devices and health care company based in Galway, Ireland, 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 Technical Support division.
This is a permanent position based in Galway City.
Primary Responsibilities and Duties Receive inbound customer calls and email communications and address them in a professional and friendly manner.Review, prioritize, and manage group mailboxes to ensure all inquiries and complaints are actioned.Provide first level support in troubleshooting customer complaints across the designated product range by analyzing customer problems and asking appropriate questions to support resolution.Document complaints and inquiries using the appropriate guidelines and procedures to ensure completeness and accuracy of the records.Communicate complaint investigation conclusions to customers through written reports and phone conversations.Resolve and address any complaints or inquiries within the target timelines 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 team performance and customer experience.Develop and maintain areas of expertise in product specialties required for the role; sharing and expanding knowledge within the Technical Support team.Execute applicable Quality System processes.Maintain the ability to comply with the business continuity plan (i.e., work remotely if required).Other duties as assigned.Assume responsibility and accountability for daily tasks and highlight any risk to the Technical Support Team Lead/Supervisor.Support customers in different market time zones as required for the position.Requirements ·Minimum Qualifications: 3rd Level Certificate, Diploma, or Degree in a relevant discipline (e.g., Science, Biomedical, Medical Transcription, Healthcare Services, Nursing, Engineering). This is desirable, not essential. Call center and admin experience will also be accepted.
·Fluent German and English is essential for this role.
·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 and be capable of providing excellent customer experience with challenging technical complaints.
·Demonstrates the application of problem-solving methodologies, is detail-oriented, a critical thinker, and 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, organize workload, and change priorities quickly.
·Assume responsibility and accountability for daily tasks and highlight any risk to the Team Lead.
If interested, please forward your most updated CV to ******
#J-18808-Ljbffr
