Passionate about IT and making an impact in a company that makes a difference to millions of medical patient's lives worldwide? Trilingual in Dutch , Spanish and English ? Experienced in supporting Medical Hardware and Software ? If so Euro London may have a fantastic opportunity for you!
Our client, a world leader in Molecular diagnostics is currently looking for a Technical Support Representative to join their Belgian office based in the vibrant capital of Brussels. The position is customer facing technical support, with a hardworking ,dedicated and determined problem-solving attitude being essential in the position. You will have extensive contact with internal customers requiring strong communications skills and the ability to adapt to end-users of varying levels of IT knowledge.
Essential duties and responsibilities include the following.
Other duties may be encompassed within the position.
*As part of an international team, deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet
*Gather customer's information and determine the issue by evaluating and analyzing the symptoms.
*Responding to customer requests for technical information.
*Performs call intake and follow-up with troubleshooting techniques on hardware and software to deliver a high level of technical support for our client's customers.
*Diagnose and resolve technical hardware and software issues involving internet connectivity through remote management capabilities
*Accurately process and record call transactions using a computer and designated tracking software
*Identify and escalate priority issues the appropriate department.
*Interact internally with local support groups and international partners and colleagues on product quality issues
*Troubleshoot and interact with Application Field Based specialist and Field Service Engineers to find customer orientated solution on complaints
*Documents technical service activities for Service calls, Maintenance and Upgrade Field Visits.
Monitoring compliance with system and legislation to remain within legal requirements and regulation
*Performs special projects as needed
Qualifications and skills required
-Excellent customer communication skills.
-Ability to troubleshoot technical and applications issues.
-Ability to interface effectively with customers over the phone.
-Knowledge of clinical/medical laboratories preferred.
-Ability to understand, speak and write English and -
-Fluent Dutch and Spanish are essential to the position.
-Any other European language is a plus !
-Flexible and adaptable
-Calm under pressure, consistent in approach to daily tasks and committed to customer service
-Computer literacy, ability to learn new software and hardware technologies. Familiarity with Microsoft Office a plus.
This role will primarily focus on taking calls from our client's customer base of clinics and hospitals that work with the Company's Diagnostics product range. Therefore successful candidates that have a background in Life Sciences i.e. biology or biomedical engineering- ideally balanced with technical support working experience from within hospitals or private labs- will find the role both rewarding and exciting.