Customer / Technical Support Specialist

at  M3DICINE

LISTEN, SEE AND FEEL….LIFE

M3DICINE is a medical device platform start-up company with the vision to be “The Heartbeat of the Planet”, enabling anyone, anywhere, at anytime, to understand and benefit from clinically rich insights.
The company was founded by a small group clinicians and engineers focused on our mission of democratising healthcare through the creation of connected, elegant products, powered by intelligent and intuitive software. We design tools for dedicated healthcare professionals working tirelessly to care for our loved ones.
Our culture is inventive and passionate. We question traditional thinking wherever we can and apply our inventive approach to all aspects of the business. We work on projects and products that will change and save the lives of people around the world. Our customers are our partners.
Our team is comprised of a diverse range of professionals, united by our vision and commitment to our core values. We value openness, honesty, integrity and speaking our mind. We also value solution thinking and being proactive. We strive to add maximum value to everything we do.
Our employees bring their passion to work and are looking for like-minded team players, passionate about changing the world and delivering new and wonderful technologies that will change and save lives.

Due to the upcoming launch of our device, we are looking to add an enthusiastic, tech savvy Customer / Technical Support Specialist to the M3DICINE team, based out of our office in the Brisbane Technology Park (Eight Mile Plains).
In this hands-on, technical role you will be responsible for liaising with our customers as well as other internal customer experience managers to resolve queries by recommending solutions and guiding product users through features and functionalities. You will develop documentation, correspondence and technical content to support healthcare professional at all stages of their user lifecycle and ensure an excellent customer experience.

Your responsibilities will include:

• Supporting our customers across each phase of the customer lifecycle, from post-sale introductions, kicking-off the relationship, onboarding and training, using the hardware, app and platform through to measuring and analysing data
• Actively participating in the development and implementation of new product technical support documentation, plans and programs to ensure our customers experience amazing support
• Assisting in the provision of direct on and offline technical support
• Handling customer complaints, including receiving, logging, investigating, resolving and tracking/trending complaints in compliance with the Quality Systems and post market surveillance
• Reporting the tracking and trending of field product performance metrics for both system and assay data to enable continuous improvement
• Ensuring fact-based scientific and analytical best practices and principles are utilised to accomplish tasks and performance (e.g., establishment and implementation of NPS)
• Providing technical assistance to sales, application specialists and marketing as required
• Working closely with our product, engineering and sales teams to make sure customers’ needs and wants are captured and communicated internally, e.g. in the form of new feature requests, bugs identification or edge cases
• Keeping your industry and technical knowledge current so that you can best support our customers and any future product launches that impact customer experience