Customer Support Specialist - Helpdesk

IBA Dosimetry is a worldwide leader an in medical technology (dosimetry systems for radiation therapy and X-ray diagnostics). We operate as an independent business unit of the Belgian IBA Group. Innovation, quality and customer orientation make us a trendsetter in the industry. Our approximately 220 highly qualified employees are based at our headquarters in Germany and at our subsidiaries in China, US, India.

Tasks

• Systematically troubleshot, solve, and document customer complaints related to product issues by leveraging equal parts intuition and technical acumen. Routine follow-ups to ensure resolution and customer satisfaction.
• Communication with customers related to handling customer s requests and complaints, providing answers and solutions in timely fashion and in accordance with implemented process.
• Manage and dispatch all incoming customer communications (calls and emails) from both external (end users and distributors) and internal users in a timely fashion.
• Acquire deep product knowledge (technical and physics related) with the goal of providing comprehensive responses to customer queries.
• Maintain detailed records of customer interactions, process customer accounts, and file documents.
• Escalate complex customer issues to appropriate support teams.
• Follow communication procedures, guidelines, and policies.
• Recommend potential products or services to management by collecting customer information and analyzing customer needs.
• Remain continually informed and ready to deploy newly acquired knowledge towards resolution of new issues that may stem from recent product updates or newly discovered bugs.

Requirements

• Master s degree in Medical Physics from a recognized institution or Dip R.P from BARC(Govt. of India).
• 3-4 years of clinical experience or minimum 2 years of industry experience.
• Intermediate familiarity with MS-Office Suite Excel, Powerpoint, Word, etc.
• Familiarity with applicable Medical Device Quality Systems (FDA, ISO).
• Basic knowledge of IT and networking fundamentals In depth-networking knowledge and/or certification (e.g Cisco) is a plus.
• Proficiency in spoken and written English.
• Affinity for teamwork and well-developed interpersonal skills.
• Ability to learn and apply newly acquired product training quickly.
• Willingness to work nights, up to 33% of workdays.
• Self-driven mindset and ability to work independently.
• Devotion to customer success and a desire to put things right in under tight timelines.

Benefits

• Diverse, international and challenging tasks
• Personal responsibility
• Teamwork
• International and dynamic team
• Regular internal and external
  training - development and coaching
• Flexible working hours and home office
• Monthly muesli breakfast and team events
• A remuneration system that rewards
  your success

Please apply directly online with salary expectation and start day.