Job Description

Strategic Staffing Solutions International’s client is a leading healthcare company specializing in the development and distribution of chronic condition monitoring systems for individuals and healthcare providers worldwide.

The Company

The client us a customer-driven, collaborative and spirited group that thrives on creativity and results. As a Product Support Representative (Romanian and English), you will have a direct impact on people’s lives as you help them make the best of their products.

Where You Come In

• Support patient inquiries, product/service concerns, and technical issues relating to mobile apps, cloud software and associated hardware.
• Access and update patient accounts through computer-based systems.
• Monitor current procedures to ensure compliance with set standards.
• Provide technical support and training to patients and healthcare providers.
• Serve as the first point of contact for patients and medical professionals.
• Help with patient support issues.
• Coordinate with Customer Advocacy to ensure records are maintained to a high standard.
• Take calls on patient inquiries and complaints.
• Respond to patient phone calls, product support forms and emails with troubleshooting tips and specific instructions.
• Review and discuss data with patients. May require some training of patients over the phone.
• Use and maintain software and databases appropriately.
• Document and analyze patient and product information, send replacements and samples and perform patient follow-up per department standards.
• Participate in new product training (as required when new products are launched).
• Comply with all elements of the Quality System, regulatory requirements, and patient confidentiality and privacy as outlined for the position.
• Promote and maintain high-quality technical support standards within the Technical Support department, achieving the agreed service levels.
• Ensure that the company maintains satisfactory results in the periodic customer surveys.

What Makes You Successful

• Fluent in both Romanian and English, with excellent written and oral communication skills.
• Experienced in working with OS (Windows/Mac), supporting mobile apps (iOS/Android), and cloud-based reporting systems.
• Knowledge of providing support across social media channels.
• Strong customer service skills with an innate ability to troubleshoot and problem-solve.
• Effective verbal and written communication and excellent listening skills.
• Empathy for customers and ability to solve issues with patience and accuracy.
• Ability to retain detailed information and work through complex troubleshooting scenarios.
• Flexible to work rotating schedules, including evenings, holidays, and weekends.
• Able to work independently with minimal supervision and as part of a team.
• Driven to be part of a fast-growing company.

What You’ll Get

• Comprehensive onboarding and on-the-job training.
• Opportunity to work in a diverse and inclusive environment with colleagues representing 45 different nationalities.
• Hybrid working model with flexibility to work remotely and in a modern, well-equipped office.
• 5 additional vacation days, with potential for more for parents, students, and other cases with approval.
• Opportunity to work from other countries for up to 30 days per year.
• Health insurance including reduced premiums for dependents.
• Life and accident insurance coverage.
• 3rd Pillar Private Pension plan.
• Health and wellness programs, including access to online coaching and therapy sessions.
• Fertility, family forming, menopause, and men’s health support services.
• Regular team-building events.
• Best-in-class training and career development programs.
• Exclusive discounts on restaurants, spas, clothing, gyms, entertainment, and more.
• Access to a fitness tracking app with rewards for staying active.