Customer Support Channel Representative

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Please click here to apply through our internal career site Find Jobs - Elekta.

Want to join a team with a mission to improve and save lives?  

We continually look for motivated and skilled individuals who are interested in supporting our customers – healthcare professionals who use our products to help patients and their communities.

We currently have the following opportunity available - please contact us for more details!

We don’t just build technology. We build hope for everyone dealing with cancer.

The Customer Support Channel Coordinator is responsible for delivering professional customer support for the Elekta product range. This position warrants the undivided support of projects and policies established by the Company and promoting these to other employees.  It also warrants the highest level of professional representation between customers and the Company in all aspects of customer relations.

The Customer Support Channel Coordinator will provide efficient processing and routing of inbound customer support demands to the right teams for action and some entry level product support activities for the Elekta product family, particularly the Elekta Care Community and the LMS.

This is a Hybrid 3-day office-based position that requires the selected candidate to reside in the surrounding area where the position is located Atlanta, GA.

Responsibilities:

• Evaluate customer calls and transfer/dispatch appropriate Support personnel and or Clinical Applications Specialists to contact customer in accordance with the appropriate product escalation process.

• Process and respond to all incoming inquiries via designated channels, e.g., email, telephone, customer portal.

• Recording all support activities in an appropriate call logging system and ensuring customer cases are dealt with efficiently and with minimum delay.

• Managing customer support enquiries through to closure and communicating directly with customers

• Escalating to management any technical issues that are likely to become significant.

• Maintain and follow Quality procedures as they pertain to Company policy.

• Assist Supervisor with the follow-up and settlement on customer inquiries and complaints to a resolution.

• Adjust shift hours as necessary to ensure proper coverage during business hours (7am-8pm, Monday-Friday) to accommodate unscheduled emergencies.

• Process all Elekta Care Community and LMS inquiries, Lantis Registration, and Data Dictionary Requests.

• Process and respond to all incoming inquiries via designated channels.

• Perform other related duties as assigned or requested.

• Providing back-up telephone cover to support teams.

• Following Elekta’s quality, regulatory and safety policies always

• Perform after hours On Call duties on 3-week rotation (subject to change)

We Offer:

• Excellent Medical, Dental, and Vision coverage

• 401k, paid Vacation and Holiday

• A wealth of additional benefits including Wellness Reimbursement, Tuition Reimbursement and Flexible Spending Account

• Opportunity to work in the cutting edge in medical advancement.

• Close knit company culture

• Upward mobility

Qualifications:

• Associate degree or equivalent experience in an associated discipline

• Prefer 2 years of Call Centre support and/or field service experience in a medical or computer related field.

• Exceptional customer service skills are required.

• Customer focused with good customer empathy.

• Must have effective written and verbal communication skills.

• Ability to represent the organization in a professional and positive manner.

• Ability to successfully multi-task while prioritizing customer needs.

• Competent IT application knowledge

• Must be flexible, able to work under own initiative and as part of a team.

• Ability to work well in crisis or high stress situations.

• Interest in learning new skills and professional development, able to adapt to changing demands.

• Salesforce experience (preferred)

• Preferred: Fluent in a second language (ideally Spanish or Portuguese) however, other languages will be considered.

EEO Statement

We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, veteran status, or any other protected characteristic.