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Customer Support Specialist

The Role:

Our client is a leader in discovering and delivering innovative medicines solving serious health issues worldwide and addressing medical challenges of the future. They are an Equal Employment Opportunity Employer and are passionate about bringing together individuals from diverse backgrounds to develop innovative health solutions. Are you ready to join a high-performing, ambitious team and be part of an inclusive work environment? This may be the career for you…..

This position based in Dublin City Centre will be offered on a FTC of 12 months, Tthis role is key to the business, providing Level 1/2 technical phone support for our end Customers. Assisting in data collection, and assessing Lost Cycles and replacements.

Key Responsibilities:

  • Provide first and second tier product/technical support via phone, email and online web tools

  • Provide first tier Clinical support via phone, email, online web tools.

  • Facilitate log retrievals from customer systems, assist with log processing.

  • Analyse Lost cycle requests – process replacement orders.

  • Third Party Service and Distributor Support: Work with and support 3rd party service   providers and distributors who perform service and support in their territories.

  • Assist with L1 training for new Customer Support team members.

  • Collaborate with Customer Service and the customer in the process of quoting and invoicing customers who do not have warranty.

  • Coordinate product replacement logistics and in-field repair scheduling with Service Co-ordinator ensuring system records kept up to date.

  • Partner with Field Service Support and Sales Teams to manage software and hardware product rollouts.

Requirements:

  • 1-3 years related experience required.

  • Experience in Problem Solving and decision making methodologies desired.

  • Previous customer support and technical troubleshooting experience for a medical device  company desired.

  • Excellent interpersonal skills; well organized, detail oriented; strong oral and written communication skills

For a confidential discussion and more information on the role, please contact Eoghan Dalton.

eoghan.dalton@collinsmcnicholas.ie

(090) 6478108