Description:

• Customer Service Tech will have a thorough understanding of all departmental operations and provide support to customers and field personnel as the primary contact for troubleshooting and resolving product problems
  
• Provides critical account support where required; handles high volume of critical, high-risk accounts in addition to other routine requests.
  
• Applies knowledge and creativity to recognize cause and effect conclusions.
  
• Integrates corporate wide and marketing specific strategies and objectives in day-to-day operations.
  
• Receive inbound customer calls and email communications and address in a professional and friendly manner
  
• Review, prioritize and manage group mailboxes for technical services team to ensure all inquiries and complaints are actioned as per procedures.
  
• 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.
  
• Documenting complaints and inquiries using the appropriate guidelines and procedures to ensure completeness and accuracy of the records.
  
• Documents product complaints and inquiries within established guidelines.
  
• Provides data to the organization on customer uses/preferences leading to customer driven design/customer usability;
  
• Performs work in accordance with defined methods and procedures.
  
• Understand and follow Quality System by accurate and timely documentation of complaint resolution.

• Bilingual fluency in French and English is required
• Minimum of 2-3-years' experience working in a medical/clinical environment or in customer facing support role in an associated industry
• Capable of providing excellent customer experience with challenging technical complaints.
• Demonstrates an understanding of the principles of good Technical writing.
• Computer Literate; proficient in MS Word, PowerPoint, Excel and Outlook
• Excellent verbal and written communications skills.