[Company / Industry] Global Medical Device Company / Healthcare
[Position] Technical Support & Training Specialist
[Reporting Line] APAC Senior Operations Manager
[Employment Type] Permanent
[Location] Seoul, Korea
[Consultant in charge] Simon S. Kim
Global Medical Device Company specializing in dental devices
Troubleshoot remotely and on-site issues related to proprietary and web based applications used by customers. This involves evaluating the nature of the problem, determining the appropriate solution and providing assistance to resolve the situation for the customer
Work within specified service level agreements for response and issue closures times
Monitor, respond, update and close tickets sent to the team via a proprietary system and Salesforce.com. Experience using Salesforce.com as a ticket system would be regarded as a significant plus
Monitor and respond to emails sent to a common team inbox
Use of the customer service phone queue system. Experience using CISCO phone system is a plus.
Contribute to and maintenance of the shared team knowledge base and procedures
Work with company support teams across Asia Pacific
Escalate issues to other teams or management as required
Identify process and other improvements within the department
Train new team members or members of other departments on topics related to Technical Support
Provide training to customers in the required areas and trouble-shooting any of these software/hardware in their different interactions with internal systems
Assist with review of power point presentations, digital images and scans for marketing and/or sales materials as well as clinical education materials
Accurately and thoroughly document information in the company’s database(s) about each contact they handle following defined parameters
Be alert to trends in requests and issues reported by customers. Research information to answer inquiries from customers and share learning’s with departmental peers and management
Conduct occasional evaluations to the training provided to our customers by distributor personnel
Follow up on customers after the initial distributor has concluded to evaluate learning curve and if there are any needs of further follow ups or extra educational material
Ensures the effective fulfillment of objectives and deadlines assigned to the group.
Comply with all safety policies, practices and procedures. Report all unsafe activities to supervisor and/or Human Resources.
Participate in proactive team efforts to achieve departmental and company goals.
Perform other duties as assigned
Ability to effectively and systematically trouble-shoot and qualify issues
Ability to simply and clearly discuss technical issues with non-technical end users including customers
A good understanding of and ability to troubleshoot MS Windows Operating Systems. Knowledge of Apple Macintosh is a plus
A good understanding of and ability to troubleshoot Internet Browsers and configurations (Internet Explorer 8,9,10 mandatory. Knowledge of Chrome and Safari is a plus)
A basic understanding of networking concepts
The following skills would be considered a plus:
A basic knowledge and recent experience with various anti-virus software, personal firewall or a similar anti-virus suite
A basic understanding server architecture would be an advantage
[Non - Technical Qualifications]
Effectively share information through various methods, such as (1) Knowledge base documentation (2) Training delivery (both classroom & remote)
Strong interpersonal, listening and persuasive communication skills
Dynamic, optimistic, accurate, results oriented, hard-working, creative
Ability to work without constant supervision
Able to flourish in young international company experiencing significant growth (i.e. roll up sleeves approach and able to deal with ambiguity)
Willingness to rotate shifts, if needed
[Education & Others]
Degree/ Diploma in Engineering / Life Science
Minimum 6 years software/hardware help desk and/or front line customer service experience.
Experience working in a team environment.
Experience working in the Dental industry is highly desirable. Healthcare and Medical Device industry experience is a plus.
Good working level of English, writing and reading required.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals in English
Ability to write routine reports in English
Ability to actively perform both internal and external correspondence.
Ability to listen and speak effectively in English with APAC and Global support teams.
If you are interested, please contact firstname.lastname@example.org +82-2-6123-0100