Customer Experience Tech Support Agent

Location: Town of Sweden

## Customer Experience Tech Support Agent Apply locations:
Sweden, Brommatime type:
Part time posted on:
Posted Todayjob requisition :
RNordic Infucare started its journey as an entrepreneurial company with a focus on doing things differently. The business was established to offer specialized treatments for people living with chronic diseases, with the goal of simplifying life and improving patient outcomes. By bridging the gap between medical technology, pharmaceuticals and daily reality, we work toward making life easier for those we serve.

Since the start in 2002, we have grown into a company with more than 100 employees. Today, we are a part of the Air Liquide group, and the patient’s quality of life remains the guide for our actions.

At Nordic Infucare, we share a passion for solving problems and a genuine drive to make a difference. Our focus is on simplifying life for patients, ensuring that complex medical needs become easier to manage. We believe that we achieve the best results by empowering our people and providing the space for creativity.
** How will you CONTRIBUTE and GROW?
** The Nordic Customer Experience team is managing interactions with users of products that are supplied by Nordic Infucare. From order taking, delivery, invoicing, technical support including claims to users, BHM and HCP for products belonging to the Dia portfolio and claim support for other products.  Within the Customer Experience team, an Tech Support Agent has the overall responsibility of the technical support, claim and replacement process in the Nordic region.
Tech Support Agents are responsible for handling and reporting all of Nordic Infucare's incoming complaints to the respective manufacturers.  Activities and tasks of the process can be done inhouse or outsourced, but the overall responsibility resides in the Customer Experience team. The team has accountability of the process end to end and implements controls to monitor outsourced activities.
All roles within Customer Experience are responsible for nurturing good relationships and cooperation with our suppliers, customers, users and colleagues.
The Customer Experience Team is constantly working to improve and simplify our routines and processes - we work on solutions instead of getting stuck with problems - we do it together.
The service you are expected to provide should be professional and engaged, showing understanding and empathy while at the same time being efficient and effective, securing patient satisfaction.  The service involves verbal communication as well as via e-mail. Purpose and values of NIC are recognized such as; empathy, accountability, customer focus and passion.
The Customer Experience Team is here to bring our collective expertise to help our users in the most effective and efficient way possible.
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* Principal Duties and Responsibilities:

** The role includes but are not limited to:
* To ensure competent technical support to NICs users (meaning pearsons using products made available by NIC), BHM and Health Care Professionals (HCP’s) and other tasks in the Customer Experience team.
* Answer incoming phone calls and to call back to users and customers according to Service Level of Agreement (SLA) and relevant processes and agreements.
* Proficiency in Danish (DK), Finnish (FI), Norwegian (NO), Swedish (SE), and English (ENG), both verbal and written, to provide competent support to users and users/HCP/KAM throughout the Nordics..
* Respond to all incoming e-mails and web forms according to SLA and relevant processes and agreements.
* Document all types of cases in the CRM system (Tech Care CX).
* Report to Suppliers in their portals or with other means according to SLA and relevant processes and agreements.
* Support all products…