Company specialized in the design and manufacture of digital products for the healthcare sector.
The selected person will be the main point of contact for customers, supporting them throughout their lifecycle, focusing especially on technical assistance. The person will help create a long and fruitful relation with them, from the first steps helping them with the configuration of products, providing training for the company devices and software, ensuring the customer service standards.
Provide first-line technical support for customers: Log, manage, and track customer tickets and actions via phone and email using the company's systems and CRM (e.g. HubSpot).
Coordinate and document the customer onboarding process.
Keep customers informed of progress, resolutions, and next steps in a clear, respectful, and accessible manner.
Monitor customer health, onboarding trackers, and service indicators, escalating risks where appropriate.
Follow established processes for logging, escalating, and resolving issues, while proactively identifying opportunities for improvement.
Maintain accurate, auditable records across CRM systems, cloud portals, and internal databases.
Support configuration activities, firmware updates, fleet changes, and ongoing configuration documentation.
Collate technical information (e.g. logs, device data) to support investigations, warranty returns, and issue resolution.
Collaborate closely with internal teams (Technical, Operations, Product, Sales) to ensure customer needs are fully met and create and maintain clear, accessible documentation and guidance for customers and internal teams.
Support the Managing and Sales Directors with administrative and coordination tasks.
Experience in a customer-facing, support, or service-oriented role.
Experience working with CRM systems (HubSpot or similar).
Fluent using Microsoft Excel (data entry, data quality, basic analysis).
Familiarity with technical support processes, configuration workflows, or operational systems (training provided where needed).
Strong organisational skills, with the ability to prioritise, multitask, and manage a varied workload.
Excellent written and verbal communication skills and client-oriented ability.
Fluent English (C1 level or equivalent).
