Product Support Specialist Romanian speaker

Náplň práce, pravomoci a zodpovědnosti

MAIN PURPOSE OF JOB (Brief Summary)

We are looking for a driven and people oriented Product Support Specialist to join our growing Minimed Care Product Support Team in Prague.
In this role, you will provide assistance and information support to patients and medical professionals who use our medical devices to manage their diabetes. You will troubleshoot and resolve technical product inquiries and issues via phone and e-mails from customers. You will determine customer issue or request and resolve inquiry/request exceeding customer expectations.
In this position, the patient support is provided in a flexible time schedule, also including some weekends and night on-duty shifts according to the monthly team schedule.
We are looking for candidates with different levels of seniority within this job position.

MAIN JOB DUTIES/RESPONSIBILITIES

*Provide product oriented support and technical services for customers from countries within main responsibility.
*Respond to incoming inquiries (phone, e-mail) from customers concerning product operation, troubleshooting, specifications, warranty questions, parts/accessories identification or questions about their medical device; perform these activities mostly under supervision or with assistance from team members.
*Provide troubleshooting and resolution associated with device functionality and capability.
*Research issues offline as needed and conduct timely follow up calls with customers.
*Accurately and concisely document customer feedback and any troubleshooting completed during the call, identify trends affecting our products and provide feedback to appropriate teams (Sales, Marketing, Regulatory, and Diabetes).
*Accurately and consistently capture and document customer product complaints. Follow up with troubleshooting and secure therapy continuation of the end-user Patient.
*Follow up on and monitor the Product Complaint resolution back to the customer, in close coordination with the US and local stakeholders.
*Participate in continuing education programs/sessions to remain abreast of product knowledge (both existing and new products).
*Participate in outbound calling under supervision to pro-actively reach out to patients to review their therapy adherence, or for educational or marketing purposes.

Minimální požadované vzdělání: Secondary with school-leaving examination
Pozici vyhovuje i uchazeč se vzděláním: Follow-up/Higher Professional Education, University education (Master's degree), University student, University education (Bachelor's degree)

Požadovaná praxe

• Pozice je vhodná pro absolventa

Znalosti

• Language skills
  • English - Intermediate (B1)
  • Romanian - Advanced (C1)

Osobnostní předpoklady a dovednosti
YOUR PROFILE

*Native or fluency in Romanian.
*Fluent English language skills required.
*Demonstrated work ethic and willingness to go above and beyond.
*Ability to effectively communicate with customers to resolve issues and answer questions according to department protocols and requirements.
*Ability to present information in a clear, concise and timely manner to customers experiencing medical emergencies.
*High sense of empathy, and patience.
*Previous experience in a telephone, technical troubleshooting or helpdesk role strongly preferred.
*Experience in customer service position is an advantage.
*Ability to handle multiple/complex tasks, to maintain composure under pressure.
*Ability to work shifts to ensure 24/7 support (weekend as part of monthly hours and night on call duty).
*Computer skills - MS Office.

Práce v oboru: Obchod, prodej, Marketing, PR, média, Zákaznická podpora

Lokality: Praha