Technical Support Associate / カスタマーサポート業務
〇 Receive inbound Customer calls and email communications and address in a professional and friendly manner.
〇 Provide first level support in troubleshooting customer complaints across the designated product range by analysing customer problems and asking the appropriate questions to resolve.
〇 Documenting complaints and inquiries using the appropriate guidelines and procedures to ensure accuracy of the records.
〇 Communication of complaint investigation conclusions to customers through written reports and phone conversations.
〇 Review, prioritise and manage group mailboxes to ensure all inquiries and complaints are actioned as per procedures.
〇 Resolve and address any complaints or inquiries within the targets described within the key performance indicators for individuals, the team and the company.
〇 To continually evaluate and identify opportunities to drive process improvements that positively impact the customer experience.
〇 Develop and maintain areas of expertise in product specialisms required for role; sharing and expanding knowledge within the ARDx Technical Support team
〇 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.
〇 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.
〇 Demonstrates the application of problem-solving methodologies, detail-oriented, a critical-thinker, experienced at investigating and resolving complex issues
〇 Demonstrates an understanding of the requirements of Technical writing.
〇 Computer Literate; proficient in MS Word, PowerPoint, Excel and Outlook
〇 Fluency in a second European/APAC language is a distinct advantage
〇 Strong written and verbal communication skills
〇 The role is office based but a degree of flexibility is required.
〇 Ability to take ownership, organise workload and change priorities quickly
〇 Assume responsibility and Accountability for daily tasks and highlights any risk to Team lead.