Headit is looking for a Technical Support officer for the German and Dutch speaking markets.
Where will you work?
The EMEA HQ of this leading, innovative Medical Devices company is located in Zaventem.
What are your responsibilities as a Technical Support officer?
As Technical Support Specialist, you are the trusted partner for the German speaking market, and will act as back up for the Dutch speaking market.
Your key responsibilities include:
- Acting as the first point of contact for customers – users of medical and laboratory equipment such as hospitals and labs.
- Providing professional, empathetic support when helping to resolve technical issues, guaranteeing a strong customer experience over the phone and email.
- Discovering the root causes of problems in order to identify appropriate solutions and gathering all information required to do so.
- Taking part in improvement initiatives to optimize processes and service delivery.
- Performing troubleshooting, analysis of problems and timely proposition of solutions as well as next actions to be taken, while remaining compliant.
- Investing in clear, timely and constructive customer contact.
What do we expect from you as a Technical Support Officer?
Knowledge:
- A higher degree is necessary.
- Very fluent in German and English, both written and spoken, with a good, professional level of Dutch.
- Basic user level technical understanding (of medical and laboratory equipment), including common issues and troubleshooting steps
- Ability and motivation to acquire new product knowledge.
- Familiarity with troubleshooting tools, revision monitoring, Customer Technical Bulletins (CTBs).
- Experience with customer support tools (e.g., Salesforce, ticketing systems, phone platforms).
Communication:
- Communicate clearly and professionally with customers, both verbally and in writing.
- Demonstrate active listening, empathy and patience in all interactions.
- Attention to detail to accurately record information and document cases.
- Apply logical, step-by-step approaches to resolve technical problems, escalating as needed.
- Prioritise and manage multiple cases effectively in a fast-paced, dynamic environment.
- Work collaboratively as part of a diverse cross functional team, sharing knowledge and supporting colleagues.
Attitude:
- Demonstrate adaptability and willingness to learn new tools and processes.
- Demonstrate a proactive approach to problem-solving, ownership of customer issues, following through to resolution.
- Take accountability for your work, demonstrating reliability, professionalism and ethical conduct.
- Uphold confidentiality and adhere to company values and compliance standards.
- Embrace feedback and strive for continuous improvement.
What do we offer you as Technical Customer Support officer?
- You play a pivotal role in ensuring an optimal customer experience.
- Become part of a great team with a warm and open culture. A great spirit between team members, who enjoy each other’s company and offer support to each other.
- You are assisted with the tools and knowledge required to be successful in your role. You receive comprehensive training as well as continued development throughout your career.
- A very competitive salary and annual bonus with fringe benefits including hospitalisation and group insurance, net allowance, etc.
