Headit is looking for a Technical Customer Support officer for the Italian market.
Where will you work?
The EMEA HQ of this leading, innovative Medical Devices company is located in Zaventem.
What are your responsibilities as a Technical Customer Support officer?
As Technical Support Specialist, you are the trusted partner for the Italian speaking market, and will act as back up for another market based on your languages (Spanish, French, Dutch, German, ...).
Your key responsibilities include:
Acting as the first point of contact for customers - end users of medical and laboratory equipment.
Providing professional, empathetic support when helping to resolve technical issues, guaranteeing a strong customer experience over the phone and email.
Discovering the root causes of problems in order to identify appropriate solutions and gathering all information required to do so.
Taking part in improvement initiatives to optimize processes and service delivery.
Performing troubleshooting, analysis of problems and timely proposition of solutions as well as next actions to be taken, while remaining compliant.
Investing in clear, timely and constructive customer contact.
What do we expect from you as a Technical Customer Support officer?
Knowledge:
Very fluent in Italian and English, both written and spoken, with a good level of a third European language.
Basic user level technical understanding of medical and laboratory equipment, including common issues and troubleshooting steps.
Ability and motivation to acquire new product knowledge
Familiarity with troubleshooting tools, revision monitoring, Customer Technical Bulletins (CTBs)
Experience with customer support tools (e.g., Salesforce, ticketing systems, phone platforms)
Communication:
Communicate clearly and professionally with customers, both verbally and in writing
Demonstrate active listening, empathy and patience in all interactions
Attention to detail to accurately record information and document cases
Apply logical, step-by-step approaches to resolve technical problems, escalating as needed
Prioritise and manage multiple cases effectively in a fast-paced, dynamic environment
Work collaboratively as part of a diverse cross functional team, sharing knowledge and supporting colleagues
Attitude:
Demonstrate adaptability and willingness to learn new tools and processes
Demonstrate a proactive approach to problem-solving, ownership of customer issues, following through to resolution
Maintain a customer-focused attitude, showing empathy and understanding for user needs
Take accountability for your work, demonstrating reliability, professionalism and ethical conduct
Uphold confidentiality and adhere to company values and compliance standards
Embrace feedback and strive for continuous improvement
What do we offer you as Technical Customer Support officer?
You play a pivotal role in ensuring an optimal customer experience.
Become part of a great team with a warm and open culture. A great spirit between team members, who enjoy each other's company and offer support to each other.
You are assisted with the tools and knowledge required to be successful in your role. You receive comprehensive training as well as continued development throughout your career.
A very competitive salary and annual bonus with fringe benefits including hospitalisation and group insurance, net allowance, etc.
Seniority level
Associate
Employment type
Full-time
Job function
Customer Service
Industries
Medical Equipment Manufacturing