Customer Support Representative
SOFMEDICA Life-saving Innovation
full-time
Posted on:
Location Type: Hybrid
Location: Bucharest • Romania
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About the role
- Provide first-line support to customers in Romania via phone, email, and chat in both Romanian and English.
- Respond promptly and professionally to customer inquiries, resolving issues efficiently and effectively.
- Guide customers through product setup, configuration, and usage of the SOFMEDICA platform.
- Troubleshoot technical issues and provide step-by-step solutions to ensure minimal disruption to training sessions.
- Escalate complex technical issues to senior support or engineering teams when necessary.
- Providing remote demonstrations and follow up sessions to keep customers engaged after initial sign up.
- Maintain accurate records of customer interactions, issues, and resolutions in the support ticketing system.
- Contribute to and maintain support documentation, FAQs, and knowledge base articles.
- Identify recurring issues and patterns, providing feedback to product development and engineering teams.
- Proactively reach out to customers to ensure satisfaction and identify opportunities for additional training or support.
- Build strong relationships with customers, acting as their trusted advisor for all platform-related matters.
- Collaborate with the sales team to facilitate smooth onboarding for new customers.
- Gather customer feedback and testimonials to help improve our products and services.
- Stay up-to-date with new features, updates, and best practices for the SOFMEDICA platform.
- Participate in ongoing training programs to enhance technical skills and product knowledge.
- Contribute ideas for improving customer support processes and service quality.
Requirements
- Bachelor’s degree (any field; business, life sciences, or healthcare preferred).
- Proficient in MS Office; comfortable with CRM, sales tools, and AI agents.
- Fluent Greek (native/near-native) and English (B2+; C1 preferred).
- The ability to use Ai LLM’s to amplify our ability to complete and organize tasks and agents.
- Comfortable with learning and using support ticketing systems and CRM software.
- Basic understanding of troubleshooting methods and diagnostic processes.
Benefits
- Competitive compensation and benefits package.
- Comprehensive sales training program and ongoing professional development.
- Opportunity to work with cutting-edge medical technology and make a real impact on healthcare.
- Clear career progression path with potential to advance to senior sales or management roles.
- Supportive team environment with mentorship from experienced professionals.
- Flexible work arrangements with remote work options.
- Opportunity to be part of a fast-growing company revolutionizing surgical education.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
troubleshootingtechnical supportcustomer supportproduct setupconfigurationusagesupport documentationknowledge basefeedback analysistraining
Soft Skills
communicationproblem-solvingcustomer relationship managementcollaborationproactive engagementadaptabilityattention to detailcustomer satisfactioninterpersonal skillsorganizational skills
Certifications
Bachelor’s degree