Tipo de empleo
PermanenteLugar
MadridSector
Medical TechnologyIndustria
Ciencia e I+DSalario
Interesante Paquete Retributivo
Madrid
A family-owned company that has grown to become a world leader in the
field of in vitro diagnostics.
field of in vitro diagnostics.
They spread across 45 countries and serve 160 countries with the support of a large distribution network.
As
Customer Support Specialist
based in Madrid you will provide
remote technical support & services,
including troubleshooting and field action completion to guarantee the best call rate & remote fix rate always with a level of service and trust developing the company's image.
Customer Support Specialist
based in Madrid you will provide
remote technical support & services,
including troubleshooting and field action completion to guarantee the best call rate & remote fix rate always with a level of service and trust developing the company's image.
WHAT WILL BE YOUR MISSIONS?
- Serving as the first point of the technical contact for customers facing problems related to hardware, software or network over the phone, email or remote.
- Answer internal/external customers simple to complex inquiries per established guidelines, document the CRM (Customer Relationship Management) system according to company standards and regulations.
- Lead launch/implementation of new systems by learning new products, develop documentation.
- Lead the troubleshooting analysis; plan the action response; follow up to ensure customer satisfaction.
- Report all events in the CRM to guarantee traceability and customer complaint tracking.
- Drive new products and procedures that are job-specific, create documentation and troubleshooting protocols; provide customer training as needed.
- Participate in revenue generation initiatives through the promotion of value-added projects and services depending on local strategy.
- Cooperate with the technical field team and share information across the organization.
- Build positive relationships with customers.
- Handle autonomously complex customers calls (L1) and fields technical/corrective actions.
- Act as a referent in her/his field of expertise and occasionally repair instruments at the customer site.
- Coach and/or consult with Application Specialist, System Engineer, Management, Global Customer Support, and Lab IT Support.
- Take in charge of the implementation of processes for SE Helpdesk ,Workshop and Field activities in partnership of the QA/RA department.
WHO ARE YOU?
- Technical degree or certification (electronic computer/biotechnology or relevant field).
- 3/5 years’ experience proven Field Service experience and/or Help Desk technician or other customer support role.
- Healthcare industry experience will be a plus.
- Tech-savvy with working knowledge of office automation products, databases and remote control.
- IT Skills (network, conections).
- Ability to diagnose and resolve basic technical issues.
- Proficiency in English, Spanish and Portuguese will be a plus.
- Ability to work flexible shifts during weekends and/or to adapt to changing work schedules.
- Ability to provide remote support to clients/customers during weekends and bank holidays.
- Customer and solution-oriented and cool-tempered.
- Flexible, take initiatives, team player.
- Organized, rigorous and autonomous.
- Good communication/ presentation skills.
- Ability to handle CRM and reporting creation and follow up.
- Available to travel abroad for training purposes (both national and internationally).
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