EMEA & APAC Technical Support Hub are part of a Global Technical Support Network that has been strategically placed around the globe. The role provides first Level trouble shooting to end users, distributors and commercial teams via phone, web-based tools and email, including advising customers on the products intended use and addressing specific user issues. While maintaining compliance to medical device and diagnostics post-market surveillance regulations (e.g. US FDA 21 CFR Part 803 / 820, ISO 13485, EU MDR) in all activities

For our dynamically growing Rapid Diagnostics Division ARDx we are now looking for a Technical Support Associate - Quality and Claims Management to join our great team in Prague. The successful candidate will start with a fixed-term contract for a period of 12 months.

Responsibilities:

• Receive inbound Customer calls and email communications and address in a professional and friendly manner.

• Provide first-level support in troubleshooting customer complaints across the designated product range by analysing customer problems and asking the appropriate questions to resolve.

• Documenting complaints and inquiries using the appropriate guidelines and procedures to ensure accuracy of the records.

• Communication of complaint investigation conclusions to customers through written reports and phone conversations.

• Review, prioritise and manage group mailboxes to ensure all inquiries and complaints are actioned as per procedures.

• Resolve and address any complaints or inquiries within the targets described within the key performance indicators for individuals, the team and the company.

• To continually evaluate and identify opportunities to drive process improvements that positively impact the customer experience.

• Develop and maintain areas of expertise in product specialisms required for role; sharing and expanding knowledge within the ARDx Technical Support team

Requirements:

• University degree in relevant discipline (Science, Biomedical, Medical Transcription, Healthcare Services, Nursing, Engineering preferred).

• The individual will have a minimum of 1-year of experience 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.

• Demonstrates the application of problem-solving methodologies, detail-oriented, a critical thinker, experienced at investigating and resolving complex issues

• Demonstrates an understanding of the requirements of Technical writing.

• Computer Literate; proficient in MS Word, PowerPoint, Excel and Outlook

• Fluency in Czech and English is a must

• Fluency in any other European/APAC language is a distinct advantage

• Strong written and verbal communication skills

• The role is office based but a degree of flexibility is required.

• Ability to take ownership, organise workload and change priorities quickly

• Assume responsibility and Accountability for daily tasks and highlights any risk to the Team Lead.  

How we will reward you

As you’d expect from a global healthcare company, we offer stable employment conditions, long-term career perspectives and a fantastic range of benefits including competitive salaries and bonus potential, a superb defined contribution pension scheme, life assurance, flexible benefits scheme and a great working atmosphere.