Product Support Specialist with SK / HU languages

We are looking for a driven and people oriented Product Support Specialist to join our growing team in Prague. In this role, you will provide with assistance and information support to patients and medical professionals who use our medical devices to manage their diabetes. You will troubleshoot and resolve technical product inquiries and issues via phone and e-mails from customers. You will determine customer issue or request and resolve inquiry/request exceeding customer expectations.

In this position, the patient support is provided in a flexible time schedule, also including some weekends and night on-duty shifts according to the monthly team schedule.

In return, we will provide the Product Support Specialist with excellent training, and the opportunity to work in a varied, challenging role with a large scope for demonstrating your independence, innovation and your talent.

Main Responsibilities:

• Provide product oriented support and technical services for customers from countries within main responsibility (Hungary, Slovakia and Czech republic).
• Respond to incoming inquiries (phone, e-mail) from customers concerning product operation, troubleshooting, specifications, warranty questions, parts/accessories identification or have a question about their medical device, perform these activities mostly under supervision or with assistance from team members
• Provide troubleshooting and resolution associated with device functionality and capability
• Research issues offline as needed and conduct timely follow up calls with customers
• Accurately and concisely document 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)
• Accurately and consistently capture and document customer product complaints. Follow up with troubleshooting and secure therapy continuation of the end-user Patient. Follow up on and monitor the Product Complaint resolution back to the customer, in close coordination with the US and local stakeholders
• Participate in continuing education programs/sessions to remain abreast of product knowledge (both existing and new products)
• Participate in outbound calling under supervision to pro-actively reach out to patients to review their therapy adherence, or for marketing purposes.

Skills & Qualifications:

• A combination of fluent Slovak and/or fluent Hungarian and/or fluent Czech
• Fluent English required
• Secondary school education with graduation examination
• 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, concise and timely manner to customers experiencing medical emergencies
• Previous experience in a telephone, technical troubleshooting or helpdesk role strongly preferred
• Experience in customer service position is an advantage
• Ability to handle multiple/complex tasks, to maintain composure under pressure
• High sense of empathy, and patience
• Computer skills - MS Office

How to apply

To submit an application, please select the 'apply' button that links directly to the Medtronic career site.

About Medtronic

Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology, therapies and services can do to help alleviate pain, restore health and extend life. We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.
We want to accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. Let's work together to address universal healthcare needs and improve patients' lives. Help us shape the future.

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