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Customer Service Tech

2 months ago

Princeton, United States Synectics Full time

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.

Qualifications :
  • 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.