Helpdesk Supporter Technician, Aarhus

VITROLIFE A/S; Aarhus; On-site; DKK 420,000 - 540,000; Full time

Job summary

VITROLIFE A/S in Aarhus is seeking a Helpdesk Supporter Technician to join our team. You will deliver technical support on our products and software solutions to customers and internal stakeholders.

You will collaborate with Customer Care, Sales, R&D and production, contributing to continuous improvement and delivering exceptional customer experience in a fast-paced environment.

Qualifications

• Minimum 3 years of experience in IT support, medical support, technical helpdesk, field service, or technical customer support.
• Fluent in English, spoken and written.

Responsibilities

• Provide technical support on products and software solutions to customers and internal teams.
• Collaborate with regional service teams and cross-functional colleagues to resolve issues and improve processes.
• Support the transition of customer interactions to digital platforms where appropriate.

Skills

IT support

Troubleshooting

Customer care

Education

Technical education in IT/electronics/engineering

Tools

CRM Salesforce

Job description

Helpdesk Supporter Technician, Aarhus

About the role

We are seeking a collaborative and experienced Helpdesk Supporter to join our Helpdesk team in Aarhus. This role will play a critical part in delivering exceptional customer experience. The Helpdesk supporter will be responsible for supporting our customers with technical support on our products and software solutions.

Customer Care

• Ensuring stable and timely operation of the originating Helpdesk function, delivering technical support and expertise to customers, service technicians, regional service teams and internal stakeholders.
• Contributing to continuous improvement activities within Helpdesk function.
• Supporting the stable operation of customer equipment and high customer satisfaction through assistance in other areas of the company i.e. assistance to R&D, Sales, Production etc.

Partnership with the commercial team

• Collaborate with Customer Care and Sales to identify and resolve systemic issues, driving continuous improvements across processes and the customer journey.
• Support the commercial team by providing technical guidance and participating in customer meetings when required.

Collaboration and team player

• Contribute to a culture of collaboration, continuous improvement and quality driven mindset.
• Actively share knowledge, support colleagues and contribute to building a high-performing Helpdesk team.

What you bring

• Technical education within IT, electronics, engineering or a related field, or equivalent practical experience.
• Minimum 3 years of experience in IT support, medical support, technical helpdesk, field service, or technical customer support, including troubleshooting hardware, software, and network-related issues.
• Experience in Customer care, ideally within the medical device, healthcare or life science industry.
• Fluent in English, spoken and written.
• Proficiency in customer care platforms, CRM (knowledge of Salesforce preferred) systems and digital tools that enhance the customer journey.
• Preferably with experience of working in a multinational environment.
• Customer focus: Strong commitment to delivering exceptional customer experience.
• Technical focus: Proficient in troubleshooting and resolving technical issues quickly to minimize downtime and ensure seamless operations.
• Adaptability: The ability to thrive in a fast-paced, ever-changing environment.

Success in this role means

• Achievement of high customer satisfaction scores (NPS).
• Effective collaboration within the team, Regional Customer Care leaders, R&D and other stakeholders and peers.
• Contribute to the successful transition of customer interactions and transactions to digital platforms where appropriate.

Locations

Aarhus