Associate Product Support Specialist with Czech and/or Slovak language

ABOUT MEDTRONIC

Bold thinking. Bolder actions. We are Medtronic.

We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions. Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 90,000+ passionate people. Powered by our diverse knowledge, insatiable curiosity, and desire to help all those who need it, we deliver innovative technologies that transform the lives of two people every second, every hour, every day. Expect more from us as we empower insight-driven care, experiences that put people first, and better outcomes for our world.

In everything we do, we are engineering the extraordinary.

Careers that Change Lives

We are looking for communicative, empathetic, and people-oriented colleagues who want to join our growing, international team in Prague.

We are a 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 a great customer experience, and providing people with a helping hand, peace of mind, support, and guidance

A Day in the Life

• Provide product-oriented support and technical services for customers by responding to incoming inquiries concerning product operation, troubleshooting, specifications, warranty questions, and accessories identification.
• Provide troubleshooting and resolution associated with device functionality and capability.
• Provide patients with ongoing personalised support and education to help them make the most of their diabetes management.
• Concisely and accurately document customer feedback and any troubleshooting completed during the call.
• Coordinate return flow for all products for quality analysis.
• Follow up on and monitor the product complaint resolution back to the customer, in close coordination with the US and local stakeholders.
• Provide reporting, analysis, and support, closely cooperating with Medtronic Diabetes business, marketing, and other departments.
• Participate in outbound calling under supervision to pro-actively reach out to patients to review their therapy adherence, or for educational or marketing purposes.
• Cover other related administrative tasks.

Must Haves

• Fluent communication skills in Czech and/or Slovak and English.
• Completed secondary or university degree.
• Efficiency in MS Office.
• Experience in customer service.
• Willingness to work shifts to ensure 24/7 support (weekend and night on-call duty).
• Ability to handle multiple/complex tasks, to maintain composure under pressure.
• Effectively communicate with customers to resolve issues and answer questions according to department protocols and requirements.
• Present information in a clear and timely manner to customers experiencing medical emergencies.

Nice to Haves

• Previous experience in a telephone, technical troubleshooting, or helpdesk role will be an advantage.

We Offer

We offer a competitive salary and benefits package to all our employees:

• Flexible working environment;
• Annual Incentive Plan % depending on company results;
• Pension scheme and group discount on healthcare insurances
• Training possibilities via Cornerstone/Harvard Manage Monitor/GetAbstract
• Employee Assistance Program and Recognize! (our global recognition program)