Medical Customer Support Specialist

Medical Customer Support Specialist

  • Office Support
  • Sheffield

Role: Medical Customer Support Specialist

Salary: £16000-£18000 per annum depending on experience

Location: Sheffield

Our client are a technology leader in the manufacture and design of their products.

The role:

We are recruiting a Medical Customer Support Specialist to work alongside an Operations & Clinical Team, providing excellent levels of technical support and customer service. The role will also provide essential support to both internal teams to ensure a seamless efficient service.

This role is key within an operations team and includes processing internal and external orders, repairs & queries and assisting clinics and patients with troubleshooting their devices, through patient services. Handling e-mails, phone calls and video calls. Ensuring a streamlined end to end process and updating a CRM with all relevant information at each interaction.

Product specific training will be provided.

Tasks

Technical
Troubleshooting technical difficulties with devices over the phone/ email/ video call
Loading patient data (maps) on to loan products
Reviewing & processing returned items & identifying trends
Adhering to infection control policies

Support
Process incoming orders – clinic / NHSSS, conferences, clinical, internal & literature
Process incoming requests – holiday loaners, online shop, repairs, loaners etc.
Processing registration forms & other documentation
Request repair purchase orders
Meet service delivery deadlines
Manage queries – internal & external by phone, e-mail & face to face
Customer liaison with private patients for advice & support
Assisting clinics & patients with troubleshooting their devices
Providing administration support to the clinical team

Database Responsibilities
Data entry for complaints database
Updating a CRM with relevant information
Logging all calls & e-mails with patients & clinics

The successful candidate:

If you are a motivated individual, have a proactive approach and a good attention to detail, as well as  understanding the importance of following strict procedures at all times, this could be the role for you.

Key skills: essential

Troubleshooting skills
Technical aptitude
IT Literacy – MS Office & CRM system
Has a proactive approach
Excellent telephone manner & communication Skills
Attention to detail
Highly organised
Ability to work within and across teams

Key skills: desirable

Experience of dealing with Clinics and/ or the NHS
Technical product support experience
Customer service experience

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