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Want to join a team with a mission to improve and save lives? We continually look for motivated and skilled individuals who are interested in supporting our customers - healthcare professionals who use our products to help patients and their communities.We currently have the following opportunity available - please contact us for more details!
We don't just build technology. We build hope for everyone dealing with cancer. **This is a contract role with a duration of 60 to 90 days**The
Customer Support Channel Coordinator is responsible for delivering professional customer support for the Elekta product range. This position warrants the undivided support of projects and policies established by the Company and promoting these to other employees. It also warrants the highest level of professional representation between customers and the Company in all aspects of customer relations.The Customer Support Channel Coordinator will provide efficient processing and routing of inbound customer support demands to the right teams for action and some entry level product support activities for the Elekta product family, particularly the Elekta Care Community and the LMS.
Responsibilities:- Evaluate customer calls and transfer/dispatch appropriate Support personnel and or Clinical Applications Specialists to contact customer in accordance with the appropriate product escalation process.
- Process and respond to all incoming inquiries via designated channels, e.g., email, telephone, customer portal.
- Recording all support activities in an appropriate call logging system and ensuring customer cases are dealt with efficiently and with minimum delay.
- Managing customer support enquiries through to closure and communicating directly with customers
- Escalating to management any technical issues that are likely to become significant.
- Maintain and follow Quality procedures as they pertain to Company policy.
- Assist Supervisor with the follow-up and settlement on customer inquiries and complaints to a resolution.
- Adjust shift hours as necessary to ensure proper coverage during business hours (7am-8pm, Monday-Friday) to accommodate unscheduled emergencies.
- Process all Elekta Care Community and LMS inquiries, Lantis Registration, and Data Dictionary Requests.
- Process and respond to all incoming inquiries via designated channels.
- Perform other related duties as assigned or requested.
- Providing back-up telephone cover to support teams.
- Following Elekta's quality, regulatory and safety policies always
- Perform after hours On Call duties on 3-week rotation (subject to change)
What you'll bring:- Associate degree or equivalent experience in an associated discipline
- Prefer 2 years of Call Center support and/or field service experience in a medical or computer related field.
- Exceptional customer service skills are required.
- Customer focused with good customer empathy.
- Must have effective written and verbal communication skills.
- Ability to represent the organization in a professional and positive manner.
- Ability to successfully multi-task while prioritizing customer needs.
- Competent IT application knowledge
- Must be flexible, able to work under own initiative and as part of a team.
- Ability to work well in crisis or high stress situations.
- Interest in learning new skills and professional development, able to adapt to changing demands.
- Salesforce experience (preferred)
What you'll get In this role, you will work for a higher purpose; hope for everyone dealing with cancer, and for everyone regardless of where in the world, to have access to the best cancer care. In addition to this, Elekta offers a range of benefits.
What we offer: - Opportunity to work with a proactive and supportive team
- Hybrid work option (you are required to work on location at least 3 days/week)
- Excellent Medical, Dental and Vision coverage
- 401k, paid Vacation and Holiday
- A health of additional benefits including wellness reimbursement, tuition reimbursement and flexible spending account
- Opportunity to work on cutting edge in medical advancement.
- Close-knit company culture
- Upward mobility
How to proceed? We are looking forward to hearing from you! Apply by submitting your application and rsum in English, via the Apply button. Please note that we do not accept applications by e-mail.
We are an equal opportunity employer.We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, veteran status, or any other protected characteristic. Here at Elekta, you will make a difference. We are a MedTech company that provides software and hardware to hospitals and clinics all over the world.We have a responsibility toward our partners and customers to deliver solutions in a secure and sustainable way. Both when it comes to financial and environmental matters, but also for our employees to feel that they bring value, wherever in the organization they may work.