Overview
In this role you provide Tier 1 technical support for Intuitive’s Digital Products to medical professionals, internal teams, and sales reps. You troubleshoot issues, log and triage cases, and escalate where needed to ensure timely resolutions and high customer satisfaction. You’ll contribute to a knowledge base and collaborate with technical teams to improve support processes. This is a customer-centric position at a leading medical device innovator, offering impact through helping clinicians operate digital solutions effectively. You will work in a cross-functional, data-driven environment and help uphold the company’s service standards.
Verantwortungsbereiche
- Act as first line of support for all Digital Products, triaging inquiries from internal and external customers
- Log and update issues in the CRM system per documented processes
- Resolve up to 95% of Tier 1 issues on first contact
- Assist with basic to medium issues or escalate to appropriate teams
- Maintain communication with technical teams to ensure issue resolution and customer satisfaction
- Contribute to the knowledge base with new support scenarios and resolutions
- Meet or exceed performance metrics (quality, SLA, knowledge, adherence)
- Maintain data confidentiality and foster a collaborative culture
Zentrale Anforderungen
- Minimum 2+ years in customer support
- IT or technical support experience preferred
- Ability to troubleshoot across multiple business systems
- Experience with cross-functional collaboration and escalation management
- Basic knowledge of ticketing systems and case lifecycle
- Working knowledge of CRM systems; Salesforce.com a plus
- Medical device or biotech industry preferred
- Fluency in English, Spanish, and German
- Excellent written and verbal communication
- Service-minded team player with strong work ethic
- Strong interpersonal and problem-solving skills
- Good listening and succinct communication
- Data-driven approach to continuous improvement
- Strong time management and organizational skills
- Ability to multi-task in a changing environment
- Good judgment on escalation timing
- Experience working with multi-cultural and cross-functional groups
- Self-starter with leadership in unstructured environments
- Service-minded
- Excellent communication
- Team collaboration
- CRM systems (Salesforce)
- Ticketing systems
- Knowledge base maintenance
Digital Support Associate Spanish and German speaker in Aubonne Arbeitgeber: Intuitive Surgical
Die GFN GmbH bietet dir als da Vinci Territory Associate (m/w/d) die Möglichkeit, aktiv an der internationalen Expansion eines dynamischen Startups in Heidelberg mitzuwirken. Du profitierst von einem flexiblen Arbeitsumfeld, in dem du deine Ideen einbringen und direkt sehen kannst, wie deine Arbeit das Wachstum des Unternehmens beeinflusst. Mit einem jungen, engagierten Team und der Chance auf persönliche Weiterentwicklung ist dies der ideale Ort für alle, die eine bedeutungsvolle Karriere im E-Commerce anstreben.
