Essential Duties and Responsibilities:

• Receive inbound Customer calls and email communications and address in a professional and friendly manner.
• Review, prioritize and manage group mailboxes to ensure all inquiries and complaints are actioned.
• Provide first level support in troubleshooting customer complaints across the designated product range by analyzing customer problems and asking the appropriate questions to support resolution.
• Document complaints and inquiries using the appropriate guidelines and procedures to ensure completeness and accuracy of the records.
• Communicate complaint investigation conclusions to customers through written reports and phone conversations.
• Resolve and address any complaints or inquiries within the target timelines described within the key performance indicators for individuals, the team and the company.
• Continually evaluate and identify opportunities to drive process improvements that positively impact team performance and customer experience.
• Develop and maintain areas of expertise in product specialties required for role; sharing and expanding knowledge within the ARDx Technical Support team.
• Execute applicable Quality System processes.
• Maintain ability to comply with business continuity plan (i.e. Work remotely if required)
• Other duties as assigned.
• Assume responsibility and accountability for daily tasks and highlights any risk to Technical Support Team Lead/Supervisor.
• Support customers in different market time zones as required for the position.

Dimensions - Education / Experience / Skills:

• Minimum Qualifications: 3rd Level Certificate, Diploma or Degree in relevant discipline i.e. but not limited to Science, Biomedical, Medical Transcription, Healthcare Services, Nursing, Engineering discipline required.
• Minimum 1- year of experience required working in a medical/clinical environment or in customer facing support role in an associated industry and be capable of providing excellent customer experience with challenging technical complaints.
• Fluency in both English and Mandarin Languages are required for the role.
• Demonstrates the application of problem-solving methodologies, detail-oriented, a critical-thinker, experienced at investigating and resolving complex issues.
• Demonstrates an understanding of the requirements of Technical writing.
• Computer Literate; proficient in MS Word, PowerPoint, Excel and Outlook
• Strong written and verbal communication skills
• The role is office based but a degree of flexibility is required.
• Ability to take ownership, organize workload and change priorities quickly.

Please refer to job description.