• Receive inbound Customer calls and email communications and address in a professional and friendly manner.

• Review, prioritize and manage group mailboxes to ensure all inquiries and complaints are actioned.

• 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.

• Document complaints and inquiries using the appropriate guidelines and procedures to ensure completeness and accuracy of the records.

• Communicate complaint investigation conclusions to customers through written reports and phone conversations.

• Resolve and address any complaints or inquiries within the target timelines described within the key performance indicators for individuals, the team and the company.

• Continually evaluate and identify opportunities to drive process improvements that positively impact team performance and customer experience.

• Develop and maintain areas of expertise in product specialties required for role; sharing and expanding knowledge within the ARDx Technical Support team.

• Execute applicable Quality System processes.

• Maintain ability to comply with business continuity plan (i.e. Work remotely if required)

• Other duties as assigned.

• Assume responsibility and accountability for daily tasks and highlights any risk to Technical Support Team Lead/Supervisor.  

• Support customers in different market time zones as required for the position.

Dimensions - Education / Experience / Skills:

• Minimum Qualifications: Diploma or Degree in relevant discipline i.e. but not limited to Science, Biomedical, Medical Transcription, Healthcare Services, Nursing, Engineering discipline required.

• Minimum 1- year of experience required working in a medical/clinical environment or in customer facing support role in an associated industry and be capable of providing excellent customer experience with challenging technical complaints.

• Fluency in the English Language required for the role.

• Demonstrates the application of problem-solving methodologies, detail-oriented, a critical-thinker, experienced at investigating and resolving complex issues.

• Demonstrates an understanding of the requirements of Technical writing.

• Computer Literate; proficient in MS Word, PowerPoint, Excel and Outlook

• Fluency in a second language is a distinct advantage.

• Strong written and verbal communication skills

• The role is office based but a degree of flexibility is required.

• Ability to take ownership, organize workload and change priorities quickly.