GERMAN SPEAKING CUSTOMER SUPPORT AGENT- BARCELONA

As a Technical Support Representative, you will working in a dynamic environment with our dedicated and focused team, you ensure a high-qualityexperience for each patient by appropriately engaging and connecting with them as you provide troubleshootingassistance to determine why the service, equipment or feature is inoperableand/or to troubleshoot their issues.

Responsibilities:

• Take calls on patient inquiries, product/service concerns, and technical issues relating to the company's mobileapps, cloud software and associated hardware.
• Access and update patient accounts through computer-basedsystems.
• Monitor current procedures to ensure compliance with set standards.
• Provide technical support and training to patients and healthcare providers.
• Serve as first point-of-contact for patients and medical professionals.
• Help with patient support issues.
• Coordinatewith Customer Advocacy to ensure records are maintained to a high standard.
• Take calls on patient inquiries and complaints.
• Respond to patient phone calls and emails with troubleshooting tipsand specific instructions.
• Review and discuss data with patients.
• May require some training of patients over thephone.
• Use and maintain software and databases appropriately.
• Document and analyse patient and product information,send replacements and samples, and perform patient follow-up per department standards.
• Participate in new product training (as required when new products are launched).
• Comply with all elements of the Quality System, regulatory requirements, and patient confidentiality and privacyas outlined for the position.
• Promote and maintain high-quality technical support standards within the Technical Support department achievingthe agreed service levels.

Requisitos del puesto

Requirements:

• HND level educated and/or 1+ years of relevant customer/technical support experience.
• Native level of German and fluent level of English (both written and oral communication)
• Proven experience of supporting mobile apps, both iOS and Android, as well as Cloud based reporting systems isdesirable.
• Innate ability to troubleshoot and problem solve issues while exhibiting strong customer service skills andexcellent phone acumen.
• Strong verbal and written communication skills, including effective listening skills and ability to communicateaccurately and effectively in person, over the telephone, through email and other business correspondence.
• Superior phone acumen and ability to show empathy to customers.
• Ability to retain detailed information,troubleshoot and solve problems.
• Strong proficiency in troubleshooting issues and thinking through problems.
• Ability to work independently with supervision as required and with other departments.
• Desire, drive and willingness to be part of a very fast-moving company.

Otros datos del puesto

**Relocation packege on offer