Remote Technical Support Milano

Remote Technical Support
Milano
Lombardia, Milano

Careers that Change Lives

Join a diverse team of innovators who bring their worldview, unique backgrounds, and individual life experiences to work every day.

It's no accident — we work hard to cultivate a workforce that reflects our patients and partners.

We believe it's the only way to drive healthcare forward and remain a global leader in medical technology and solutions.

We are actively looking for talented people who speak Italian to join our team!

**A Day in the Life

Drive retention and the acquisition of new patients during their onboarding on insulin pump and/or continuous glucose monitoring through high quality support to salesforce, supporting order to cash process, supporting patients on administrative and/or technical side.

You will contribute to pro-active patient oriented outbound calls programs, to projects, being champion in compliance to FDA requirements.

This role is expected to collaborate with members of other departments and representatives to fully address customers and patients administrative and/or technical needs.

**MAIN JOB DUTIES/RESPONSIBILITIES

- As appropriate, partner with salesforce to onboard patients, managing sales cycle and patients requests building positive relationships.

- Overcoming concerns during therapy onboarding and potential issues.

- Use dynamic communication skills to identify patient unmet needs and "pain points" and utilize objection handling techniques to communicate with the patient.

- Assist managing product shipment and solving critical issues ensuring patient experience at 360 degrees.

- Cooperate and coordinate with Medtronic team members encouraging positive work environment, adapting to changing situations, environments, and various shifts to meet customer needs.

- Perform other duties as assigned.

**Therapy and Product Knowledge

- Use proficient disease, therapy and product knowledge to support customers.

- Ensure administrative support and deliveries according GDPR privacy rules.

- Deliver safe and reliable customer service and support for Medtronic Diabetes customers.

**Call Management

- Ensure on or above-target compliance with call quality standards.

- Manage time effectively by prioritizing calls, follow-up and administrative tasks to achieve team and individual Key Performance Indicators (KPI).

- Demonstrate empathy, patience and resilience while safely assisting customers.

- Communicate actively and effectively with customers, to record and present clear and concise information in a timely manner - both oral and written.

- Perceive, understand, and manage emotions and feelings to connect empathically to sense and anticipate customer needs.

- Ability to effectively handle high stress situations.

**Technical, system knowledge

- Effectively communicate with customers to resolve issues and answer questions according to department protocols and requirements.

- Accurately and consistently document customer interactions in ICE.

- Ensure support and solutions provided are aligned with Department and Standard Operating Procedures.

- Understand, comply with Medtronic policies and serve as an ambassador for Medtronic with internal/external stakeholders.

**JOB QUALIFICATIONS

- Bachelor's degree from an accredited college/university OR At least 1 year of customer service or support experience in a contact center, office or helpdesk environment or relevant work experience.

- Empathy.

- Excellent communication skills.

**SKILLS/COMPETENCIES

- Ability to build relationships with patients that creates trust and engagement.

- Completion of secondary school.

- Fluent in Italian.

- Strong oral and written language skills in: English.

- Effective multi-tasking (navigating between programs to access customer data and input text during call).

- Basic to intermediate level of math skill required to assist customers with their vital statistics.

**DESIRED/PREFERRED QUALIFICATIONS

- Post-secondary education.

- Diabetes and Therapy Knowledge.

- Experience using: SAP and MS Office suite (Word, Excel, Outlook).

- Comfortable with technology, quick to learn new technologies/solutions contributing to patient's success.

- Keyboarding 40 WPM average.