Spanish-Speaking Digital Support Specialist

Intuitive; Lavamünd; Vor Ort; EUR 40.000 - 60.000; Vollzeit

Zusammenfassung

Intuitive is seeking a Digital Support Associate to deliver Tier 1 technical support to medical professionals, internal staff, and sales reps for our Digital Products. The role requires customer-focused problem solving, solid communication, and the ability to triage and log issues in our CRM.

You will troubleshoot across multiple systems, escalate to internal teams, maintain knowledge base updates, and strive to resolve most issues on first contact.

Qualifikationen

• Minimum 2+ years of experience providing customer support. IT or technical support experience for direct-to-consumer technology is preferred
• Demonstrated ability to troubleshoot within multiple business systems
• Proven cross functional collaboration and escalation management techniques
• Basic knowledge of issue ticketing system and ticket/case lifecycle management
• Working knowledge of CRM systems: Salesforce.com is a plus
• Medical Device or Biotech industry preferred. Familiarity with Operating Room protocols, anatomic terminology, and knowledge of Endoscopic vision equipment is a plus
• Fluency in English, Spanish and French is required
• Superior written and verbal communication skills
• Service-minded team player with a positive attitude and strong work ethic is essential to success
• Excellent interpersonal, collaboration, and problem-solving skills
• Great listening skills
• Polished and succinct verbal and written communicator
• Keen on continuous improvement through data-driven recommendations
• Excellent time management and organizational skills
• Detail oriented, organized, with demonstrated ability to multi-task while constantly shifting priorities under tight deadlines and time constraints
• Good judgement on how and when to elevate issues
• Experience and ability to work effectively with multi-cultural and cross-functional groups
• Ability to be flexible and adapt to changing business needs
• Self-starter with ability to take leadership in unstructured environment with the appropriate level of supervision

Aufgaben

• Provide Tier 1 support for Intuitive's Digital Products: act as first line of support to intake and triage all incoming inquiries from internal and external customers
• Accurately log all received issues into our CRM system, create/update support tickets according to documented processes and procedures
• Respond to digital and technical support inquiries and complaints, effectively resolve up to 95% of Tier 1 issues during first contact
• Provide assistance to resolve basic to medium issues, or dispatch to appropriate teams internally for escalation on more complex issues
• Maintain open communication with technical teams to follow up on support requests received, ensure problem resolution and customer satisfaction
• Continuously feed Intuitive knowledge base with any new support scenario and its resolution, for each Digital Solution
• Consistently meet or exceed key performance and productivity goals such as quality, service level, knowledge, schedule adherence and other metrics as defined by management
• Maintain confidentiality with regards to all customer and company data
• Foster and contribute towards a positive and collaborative culture

Kenntnisse

Customer support experience

Troubleshooting

Escalation management

Multilingual

Interpersonal skills

Time management

Leadership

Tools

Salesforce CRM

Jobbeschreibung

Intuitive is seeking a Digital Support Associate to deliver Tier 1 technical support to medical professionals, internal staff, and sales reps for our Digital Products. The role requires customer-focused problem solving, solid communication, and the ability to triage and log issues in our CRM.

You will troubleshoot across multiple systems, escalate to internal teams, maintain knowledge base updates, and strive to resolve most issues on first contact.