DANISH TECHNICAL SUPPORT ASSOCIATE

My client, a multinational, healthcare organisation seeks to hire a fluent Danish speaker to join their team in the capacity of Technical Support Associate. You must be in receipt of a 3^rd level certificate or higher in the science disciplines outlined below. As part of a global team, you will provide first Level trouble shooting to end users, distributors and commercial teams via phone, web-based tools and email, including advising customers on the products intended use and addressing specific user issues. While maintaining compliance to medical device and diagnostics post-market surveillance regulations (e.g. US FDA 21 CFR Part 803 / 820, ISO 13485, EU MDR) in all activities. This is a 12-month temporary contract, remote working in Denmark.

RESPONSIBILITIES

· Receive inbound Customer calls and email communications and address in a professional and friendly manner.

· Provide first level support in troubleshooting customer complaints across the designated product range by analysing 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, prioritise 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 Technical Support team

REQUIREMENTS

· 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.

· Fluency in Danish – Essential

· The individual will have a minimum of 1-year experience 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.

· Demonstrates the application of problem-solving methodologies, detail-oriented, a critical-thinker, 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, organise workload and change priorities quickly

· Assume responsibility and Accountability for daily tasks and highlights any risk to Team lead.

For more information, please contact [email protected]

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