Position: Technical support manager
Company: MindHunt
Category: Support
Experience required: 2y
English level: upper

You will join the Customer Care unit in the company responsible for ensuring great service and support for our customers daily and covering several product lines. Customer Care is the first point of interaction with our customers (Trained users, End-user, and partners), and functions as a nexus between customers and the rest of our organization.  
 
RESPONSIBILITIES:
▪ Resolve customer cases, and troubleshoot incoming issues demonstrating competence in our product lines - from hardware such as audiometers and headsets to the software applications
▪ Process customer requests for data conversions/data merges
▪ Perform data export/import upon request
▪ Run data quality checks e.g. data formatting, duplicates removal, special symbols substitution etc
▪ Create and document “template” scripts for standard data requests
▪ Identify and reproduce problems related to our products and work closely with development teams if any help needed
▪ Document reported issues and solutions, demonstrate good discipline and structure in following the procedure of customer request handling, and ensure the ticket system is promptly updated with relevant customer/request data
▪ Create FAQ, troubleshooting info guides and knowledge database, etc
▪ Help customers configure and install new software/hardware
▪ Provide basic training and instructions to new customers/partners, report customizations, etc.
▪ Record and share customer feedback and input regarding product functionality, service provided, etc.
▪ Share technical expertise within the Customer Care team

OUR SUCCESSFUL CANDIDATE IS/HAS:
 
▪ Fluent English proficiency (written and spoken)
▪ 2+ years’ experience in 2nd or 3rd-line customer support
▪ Strong knowledge of database systems
▪ Experience with SQL server TSQL:
- Ability to identify and resolve data issues (updating data in bulk, identifying anomalies and issues in data, and correcting these).
- Ability to accurately query and extract data (identifying duplicate patients, extracting custom data lists for customers).
- Usage of TSQL to further troubleshoot and resolve incidents (reviewing data in the database to help identify and resolve issues).
▪ Experience in data migration:
- Ability to extract data from external sources (SQL server, non-MS SQL databases (OpenText SQLBase), Excel, 3rd party software, other)
- Ability to map, cleanse and convert data into predefined import templates.
- Ability to check and verify data imports against expected results.
▪ Advanced MS Excel user
▪ Strong customer orientation, willingness to assist and solve customer issues
▪ Result-oriented and “can do” attitude
▪ Strong coordination and communication skills
▪ Able to work independently and as part of a team
▪ Be self-running and take ownership/responsibility for the assigned tasks
▪ Ability to multi-task with strong skills in prioritization, time and expectation management, ability to work under time pressure, and meet deadlines
▪ University degree in management information systems, system administration, or similar
 
Will be a plus:
▪ Experience in the MedTech industry

WHY IS THIS PROFESSIONAL OPPORTUNITY AN EXCELLENT CAREER STEP FOR YOU?
Long-term, secure engagement in the stable PRODUCT company
▪ Scandinavian management style and culture
▪ Great company values and ethics
▪ Full cycle SW/HW product development according to high business standards
▪ Professional development (incl. related certifications)
▪ Educational opportunities (paid trainings & courses)
▪ Friendly family-like, "hygge" atmosphere:) with regular social activities & team-buildings
▪ Competitive salary package
▪ Comprehensive health insurance
▪ Annual paid vacation to support a healthy work/life balance
▪ Modern office facilities in central Kyiv
▪ Possibility of remote work