Associate Product Support Specialist - Czech/Slovak Speaker

at  Medtronic

At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You’ll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.

A DAY IN THE LIFE

We are looking for a communicative, empathetic and people-oriented colleagues who want to join our growing, international team in Prague. We are highly trained, dedicated and professional Patient Service team providing information, technical expertise and support to patients and medical professionals who use our medical devices to manage their diabetes. Our role is significant in creating great customer experience, provide people with a helping hand, peace of mind, support and guidance.
We are committed to support patients along their entire journey, we are committed to be a partner they can trust. To ensure on-going patient support, we need to make ourselves available any time our customers need our help or advice. We work in a flexible time schedule in a “hybrid model”, combining office and home office as a place of work.

REQUIRED KNOWLEDGE AND EXPERIENCE:

• Native Czech/Slovak speaker and fluency/advanced English language skills (min B2).
• Ability to effectively communicate with customers to resolve issues and answer questions according to department protocols and requirements.
• Ability to present information in a clear and timely manner to customers experiencing medical emergencies.
• High sense of empathy, patience, responsibility, accountability and reliability.
• Ability to handle multiple/complex tasks, to maintain composure under pressure.
• Experience in a customer service position.
• Ability to work in shifts to ensure 24/7 support (8.5hrs shifts during working days between 07.00-20:00).
  Previous experience in a telephone, technical troubleshooting or helpdesk role is an advantage.

PHYSICAL JOB REQUIREMENTS

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position.

• Providing product-oriented support, troubleshooting and technical services for customers by responding to incoming inquiries (phone, e-mail) concerning product operation, troubleshooting, specifications, warranty questions, accessories identification or questions about their medical device
• Providing patients with ongoing personalized support and education to help them make the most of their diabetes management; assisting patients to learn more about Medtronic diabetes therapies.
• Concisely and accurately documenting customer feedback and any troubleshooting completed during the call, identify trends affecting our products and provide feedback to appropriate teams (Sales, Marketing, Regulatory, and Diabetes).
• Coordinating return flow for all products for quality analysis.
• Following up on and monitoring the product complaint resolution back to the customer, in close coordination with the US and local stakeholders.
• Providing reporting, analysis and support, closely cooperate with Medtronic Diabetes business, marketing and other departments.
• Participating in outbound calling under supervision; pro-actively reaching out to patients to review their therapy adherence, or for educational or marketing purposes.