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Job Description
Seeking a Technical Services Associate to provide first-line technical support for a medical device and diagnostics company. Key responsibilities include receiving customer inquiries, troubleshooting product issues, and communicating with customers to resolve complaints.
**Responsibilities:**
- Received customer calls and emails, addressing them in a professional and friendly manner.
- Reviewed, prioritized, and managed group mailboxes to ensure all inquiries and complaints were actioned.
- Provided first-level support in troubleshooting customer complaints across the designated product range.
- Documented complaints and inquiries using appropriate guidelines and procedures.
- Communicated complaint investigation conclusions to customers through written reports and phone conversations.
- Resolved and addressed complaints within target timelines.
- Continually evaluated and identified opportunities to drive process improvements.
- Developed and maintained areas of expertise in product specialties.
- Executed Quality System processes.
- Maintained ability to comply with business continuity plan.
- Assumed responsibility and accountability for daily tasks.
- Supported customers in different market time zones.
**Requirements:**
- Minimum Qualifications: 3rd Level Certificate, Diploma, or Degree in a relevant discipline (e.g. Science, Biomedical, Medical Transcription, Healthcare Services, Nursing, Engineering discipline).
- Minimum 1 year of experience working in a medical/clinical environment or in a customer-facing support role in an associated industry.
- Fluency in English and Finnish.
- Living in the Galway area.