Technical Support Associate - Norwegian

Collins McNicholas Recruitment; Galway; On-site; EUR 30,000 - 40,000; Full time

Job summary

A recruitment agency in Galway is seeking a Technical Services Associate to provide first line technical support for Norwegian documents. The role requires fluency in Norwegian and experience in customer service, ideally within a medical setting. Key responsibilities include troubleshooting, documenting inquiries, and developing product expertise. This position offers an opportunity to work in a dynamic team focused on customer satisfaction.

Qualifications

• 1 year of experience in a medical/clinical environment or customer-facing support role.
• Ability to provide excellent customer experience with challenging technical complaints.

Responsibilities

• Receive inbound customer calls and email communications.
• Review, prioritize and manage group mailboxes.
• Provide first level support in troubleshooting customer complaints.
• Document complaints and inquiries accurately.
• Communicate complaint investigation conclusions to customers.
• Identify opportunities to drive process improvements.

Skills

Fluency in Norwegian

Customer service skills

Analytical thinking

Education

3rd Level Certificate, Diploma or Degree in relevant discipline

Job description

Overview

The Technical Services Associate -Permanent - Norwegian documents complaints and inquiries on product distributed by our client. The role provides first line technical support to end users, distributors and commercial teams via phone, web-based tools and e-mail. Technical support assists the customer by providing guidance on the products intended use and addressing specific user issues. The team carries out its responsibilities while maintaining compliance to medical device and diagnostics post-market surveillance regulations.

Responsibilities

• Receive inbound Customer calls and email communications and address in a professional and friendly manner
• Review, prioritize and manage group mailboxes to ensure all inquiries and complaints are actioned
• Provide first level support in troubleshooting customer complaints across the designated product range by analyzing customer problems and asking the appropriate questions to support resolution
• Document complaints and inquiries using the appropriate guidelines and procedures to ensure completeness and accuracy of the records
• Communicate complaint investigation conclusions to customers through written reports and phone conversations
• Resolve and address any complaints or inquiries within the target timelines described within the key performance indicators for individuals, the team and the company
• Continually evaluate and identify opportunities to drive process improvements that positively impact team performance and customer experience
• Develop and maintain areas of expertise in product specialties required for role; sharing and expanding knowledge within the ARDx Technical Support team
• Execute applicable Quality System processes
• Maintain ability to comply with business continuity plan (i.e. Work remotely if required)
• Other duties as assigned
• Assume responsibility and accountability for daily tasks and highlights any risk to Technical Support Team Lead/Supervisor.
• Support customers in different market time zones as required for the position.

Qualifications

• Minimum Qualifications: 3rd Level Certificate, Diploma or Degree in relevant discipline i.e. but not limited to Science, Biomedical, Medical Transcription, Healthcare Services, Nursing, Engineering discipline required.
• Minimum 1- year of experience required working in a medical/clinical environment or in customer facing support role in an associated industry and be capable of providing excellent customer experience with challenging technical complaints.
• Fluency in Norwegian

For a confidential discussion and more information on the role, please contact Deirdre Moran.

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