Customer Support Channel Coordinator (Atlanta, GA)

| Atlanta, GA
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Are you a current Elekta employee?

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.
We are looking for a Customer Support Channel Coordinator to join our dynamic team!

Preferred location: This is an office-based position that requires the selected candidate to reside in the surrounding area where the position is located (Atlanta, GA or Henderson, NV).

What you'll do at Elekta:

As a Customer Support Channel Coordinator, you will be 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.

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 at all times


Qualifications:

We believe you thrive in a fast-paced environment and are always in search for a better way. You are an excellent communicator who supports the team members and wants an opportunity to truly make an impact. We believe that you have:
  • Associates 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
  • Preferred: Fluent in a second language (ideally Spanish or Portuguese) however, other languages will be considered.


What we offer:
  • Opportunity to work with a proactive and supportive team
  • Excellent Medical, Dental and Vision coverage
  • 401k, paid Vacation and Holiday
  • A health of additional benefits including wellness reimbursement, tuition reimbursement and flexible spending account
  • Opportunity to work on cutting edge in medical advancement
  • Close-knit company culture
  • Upward mobility


How to proceed?

We are looking forward receiving your resume. Please attach your resume in the application form and we will contact you!
If you have any questions, you are welcome to contact Lisa Zhang, Talent Acquisition Partner on LinkedIn.

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.
More Information on Elekta
Elekta operates in the Biotech industry. The company is located in Maryland Heights, MO, Atlanta, GA, Henderson, NV and Sunnyvale, CA. Elekta was founded in 1972. It has 4700 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 3 open jobs at Elekta, click here.
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