Onboarding & Technical Support Representative

Department: Customer Support

Employment Type: Full Time

Location: EMEA-Morocco

Description

Key Responsibilities

• Work with customers via tickets, phone or e-mail about new scanner installation/registration or technical issue, SW upgrades, basic networking, Scanning Assistance, parts and scanner delivery status information, basic clinical questions related to software inquiry / navigation assistance, strong software or hardware failure identification, call back requests and others.
• Ability to communicate technical issues in an easily understood manner.
• Provide remote hardware repairs on site. Act as a point of contact between the client and the leasing company. Guide the client through the entire leasing process, ensuring that financial documents are complete and accurate. 
• Manage and monitor customer accounts.
• Review shipments in the region and ensure they are scheduled, handled, and dispatched in accordance with regulations.
• Ensure timely resolution to customer contact issue whether it is an e-mail, tickets, inbound or outbound call.
• Update and complete tasks that have been assign by the supervisors or managers, aside from those received via phone or email, such as complaint follow-ups, reassigned calls, etc.
• Coordinate shipment of equipment and ensure the effective fulfilment of objectives and deadlines assigned to the group.
• Assisting internal customers with necessary documentation (e.g. pro-forma invoice, RA, documentation).
• Contribute to and maintenance of the shared team knowledge base and procedures.
• Coordinate shipment of equipment and ensure the effective fulfilment of objectives and deadlines assigned to the group.
• Initiate the Return Material Authorization (RMA) process.
• Conduct Admin related tasks whenever necessary.
• Perform other duties as assigned.

Skills, Knowledge & Expertise

• Minimum of bachelor’s degree preferred.

• 2-4 years of experience in a similar role for a fast-growing international company. Experience working with medical or other equipment preferred
• Excellent written and verbal communication skills in English and French language. Any other additional language is a plus.
• Experience working with import and export regulations is preferred.
• Experience with Salesforce.com and/or SAP would be considered as a plus.
• A good understanding of and ability to troubleshoot MS Windows Operating Systems. Knowledge of Apple Macintosh is a plus
• A good understanding of networking concepts and ability to troubleshoot different web browsers.

• Customer focused.
• Highly effective communicator.
• Strong oral and written communication skills (presentations and correspondence, influencing skills). 
• Efficient at managing competing demands including prioritization, responsiveness and keeping others informed. 
• Effective stakeholder management skills – internal and external.
• Solid problem-solving ability and ability to manage details. 
• High sense of accountability for one’s tasks and can-do attitude. 
• Appropriate sense of urgency. 
• Team player. 
• Analytical, strategic, and business acumen.