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Medtronic
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Watford, Hertfordshire
Product Support Specialist (Portuguese & Spanish)
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Job Type: Full-time |
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Overview
Careers that Change Lives Are you passionate, dedicated and motivated to work in a global leader in medical technology? Do you have a love of technology and a desire to help those who need it? Medtronic therapies improve the lives of two people every second. Don't have experience working with people with diabetes? Not to worry, we have an extensive training programme and are open to candidates with all kind of backgrounds. Want to learn more about the team, watch our team in action here - https://youtu.be/04ScXw3C-EM A Day in the Life Therapy and Product Knowledge · Using proficient disease and therapy knowledge to support customers. · Deliver safe and reliable customer service and product oriented technical support for Medtronic Diabetes customers. · Act on training and coaching to ensure up to date product and system knowledge is maintained to meet our expected quality standards and set operational targets. Call Management · Respond to inquiries from customers concerning product operation, troubleshooting, specifications, warranty, and parts/accessories. · Ensure on or above-target compliance with call quality standards. · Manage time effectively by prioritizing calls, follow-up and administrative tasks to achieve team and individual Key Performance Indicators (KPI). · Demonstrate empathy, patience and resilience while safely assisting customers. Troubleshooting & Quality Management · Effectively communicate with customers to resolve issues and answer questions according to department protocols and requirements. · Accurately and consistently document customer feedback and troubleshooting completed. · Ensure support and solutions provided are aligned with Department and Standard Operating Procedures. · Coordinate return flow for all Diabetes products for quality analysis together with local office. Core Elements · Understand, comply with Medtronic policies and serve as an ambassador for Medtronic with internal/external stakeholders. · Active and effective communication with customers, to record and present clear and concise information in a timely manner - both verbally and written. · Perceive, understand, and manage emotions and feelings to connect empathically to sense and anticipate customer needs. · Ability to handle high stress environment. · Frame problems as opportunities when evaluating solutions provide excellent solutions and services to customers. Must Haves · At least 1 year of Customer Service or support experience in a contact centre, office or helpdesk environment. · Strong oral and written language skills in English, Spanish and Portuguese (fluency). · Effective multitasking (navigating between programmes to access data and input text during the call). · Basic to intermediate level of maths required to assist customers with their vital statistics. Nice to Haves · Diabetes and Therapy Knowledge. · Experience using SAP and MS Office suite (Word, Excel, Outlook). · Experience troubleshooting medical equipment/services in contact centre. · Keyboarding 40 WPM average. What Medtronic can offer · Attractive salary and benefits package. · Ongoing training and development opportunities. · Bright, modern offices located in Croxley Park.