Customer Support Associate

2 weeks ago

Manila, National Capital Region, Philippines IBA Worldwide Full time
Customer Support Associate

Requisition ID: 3250

Location: Manila, PH

Work regime: Full-Time

Kind of contract: Contractor

Responsible for providing expert-level applications training and ongoing service troubleshooting and support for all product lines. Documents product complaints and feedback in accordance with regulatory and internal processes.

Responsibilities
  • Provide on-site and/or remote product application support to customers. Domestic and international travel to conduct product training and installations. Up to 60%.
  • Scientific and technical information are provided in response to inquiries regarding IBA Dosimetry products as it relates to their clinical use; Technical and product release knowledge is continually refreshed.
  • Train and support customers to properly and safely use equipment/systems. Troubleshooting, repair, and calibrate hardware onsite or in the office.
  • Serve as a technical expert and resource to our customers; Training and installation guidelines are followed, and records are maintained in collaboration with responsible departments.
  • Handle day-to-day customer service tasks: technical requests, pre/post installation follow-up, and hotline support. Create service orders, ensure smooth installation planning, remove roadblocks to regular clinical use. Address customer concerns quickly. Participate in hotline support and 24/7 service initiative.
  • Coordinate with internal departments to ensure fulfillment of customer needs and proactive handling of incidents/complaints.
  • Proactively resolve service incidents and complaints according to established procedures/processes.
  • Communicate with customers: incident management, customer inquiries, complaint handling. Process, investigate, and report customer product complaints and change requests in compliance with medical device manufacturer regulatory guidelines. Complaint lead-time is kept to a minimum.
  • Advise customers on spare part selection, maintenance services, upgrades, and report potential sales to Service Sales Representatives.
  • Manage and update databases.
  • Create clear, traceable, and audit-ready customer database entries.
  • Follow up on delivery status, adherence to timeframe commitments.
  • Maintain a clear overview of all open issues and react swiftly to resolve delays.
  • Author and review supportive training content.
  • Produce written procedures, FAQs, presentations, and video content for use in enhancing our customer's support experience as well as internal product knowledge transfer.
Requirements

Education and Experience:

  • M.S. or Ph.D. in Medical Physics is preferred. M.S. or B.S. in Nuclear Engineering, Health Physics, as well as other Engineering disciplines and/or a background in Treatment Planning (Dosimetry) will also be considered.
  • 1-3 years of prior working experience.
  • Experience in medical product applications training is strongly desired.
  • Experience in medical device repair and calibration is a plus.
  • Experience as a clinical physicist is a plus.
  • Experience in Proton Therapy System is a plus.

Computer Skills:

  • General knowledge of Microsoft products such as Excel, Word, Access, Outlook, etc. is a must.
  • Familiarity with Microsoft SQL Server software is a plus.

Behavioral Characteristics:

  • Detail-oriented
  • Result-driven and proactive
  • Customer-focused
  • Excellent communication and training skills
  • Team player
  • Able to work independently in challenging environments
Life at IBA

At IBA, we value creativity, innovation, and a commitment to excellence. As a certified B Corporation (B Corp), we uphold the highest standards of social and environmental performance. If you're ready to embark on a journey where your skills and ideas can truly make an impact, apply now to join our dedicated team. Let's shape the future of technology together

Apply today and be part of a mission that matters

#J-18808-Ljbffr

  • Customer Support Associate

    2 weeks ago

    Manila, National Capital Region, Philippines Amazon Operation Services Philippines, Inc. Full time

    The Seller Support Associate acts as the primary interface between Amazon and our business partners. The Seller Support Associate will be responsible for providing timely and accurate operational support to Merchants selling on the Amazon platform. The successful candidate has an immediate, distinct effect on the experience of customers of Amazon, making a...

  • Customer Support Associate for Healthcare

    2 weeks ago

    Manila, National Capital Region, Philippines TORCH Solutions Full time

    We are seeking a highly motivated and skilled Customer Support Associate for Healthcare (TIER 2) to join our dynamic customer service team. In this role, you will provide advanced support to healthcare clients and customers, assisting them with complex inquiries, issues, and troubleshooting related to healthcare services, systems, and products. The ideal...

  • Customer Support Associate

    23 hours ago

    Manila, National Capital Region, Philippines Private Advertiser Full time

    At Private Advertiser, we are committed to excellence in customer support. We are currently seeking a highly skilled CUSTOMER SUPPORT ASSOCIATE to join our team. This individual will be responsible for providing exceptional customer service through various channels including chat support.Responsibilities:Preparation: Prepares source data for computer entry...

  • US Customer Support Associate

    23 hours ago

    Manila, National Capital Region, Philippines Good Life Placements (glp) Full time

    Are you passionate about delivering exceptional customer experiences? Do you have great technical and communication skills? We are seeking a skilled Technical Support Associate to join our team in Gurgaon (WFO).About the Role:You will be responsible for handling customer inquiries and resolving technical issues via phone.Your primary goal will be to provide...

  • Associate Website Designer

    3 days ago

    Manila, National Capital Region, Philippines Cloudbeds Full time

    Job DescriptionWe're seeking an Associate Website Designer to join our team. As a key member of our customer support team, you will be responsible for providing exceptional customer service to our existing website customers while actively contributing to the new customer setup and onboarding process under the guidance of our seasoned Website Design team.

  • Customer Support Associate

    2 weeks ago

    Manila, National Capital Region, Philippines IBA Worldwide Full time

    Customer Support AssociateRequisition ID: 3250Location: Manila, PHWork regime: Full-TimeKind of contract: ContractorResponsible for providing expert-level applications training and ongoing service troubleshooting and support for all product lines. Documents product complaints and feedback in accordance with regulatory and internal...

  • Customer Support Specialist

    4 days ago

    Manila, National Capital Region, Philippines Qualfon Philippines Support Services Inc Full time

    OverviewQualfon Philippines Support Services Inc. is a leading provider of customer service solutions, committed to delivering exceptional experiences through its team of skilled representatives.Key ResponsibilitiesProspecting and Engagement: Conduct high-volume outbound calls and follow-up communications to prospective and existing customers, effectively...

  • IT Support Associate

    9 hours ago

    Manila, National Capital Region, Philippines V-Call Center Link Inc. Full time

    Job OverviewV-Call Center Link Inc. is looking for a talented IT Support Associate to join our team.The ideal candidate will be responsible for delivering high-quality technical support, ensuring customer satisfaction, and meeting performance targets.Key Accountabilities:• Provide expert technical support to customers via various communication channels.•...

  • KentoKliseon Support Associate

    1 day ago

    Manila, National Capital Region, Philippines KentoKliseon Full time

    KentoKliseon Support AssociateWe are seeking a highly skilled KentoKliseon Support Associate to join our team. As a support associate, you will be responsible for providing excellent customer service to our clients.About the RoleYour primary responsibility will be to communicate with customers assigned foreign language, ensuring that all queries are resolved...

  • Virtual Support Associate

    5 days ago

    Manila, National Capital Region, Philippines VAA Philippines Full time

    About the RoleWe are looking for a highly skilled and experienced Virtual Support Associate to join our team at VAA Philippines. As a Virtual Support Associate, you will be responsible for providing exceptional customer service and support to our clients through various communication channels.Your key responsibilities will include managing customer...

  • Customer Support Associate

    3 days ago

    Manila, National Capital Region, Philippines Enseo Full time

    Functional overview:Enseo in partnership with KMC MAG Solutions PH, is looking for three (3) Customer Support Associates (CSA) who will receive all incoming communications from Calls, Chat, Emails and Web Tickets.He / She / They are responsible for understanding the nature and severity of the problem, updating User Profiles with the correct information...

  • Customer Experience Associate

    23 hours ago

    Manila, National Capital Region, Philippines Upskill MN Inc Full time

    About This Opportunity:We are seeking a Customer Experience Associate to join our team at Sports Central Megamall. As a Customer Experience Associate, you will be responsible for providing exceptional customer service and driving sales growth.Responsibilities:Welcome and engage with customers to understand their needs and preferencesProvide product...

  • Associate Training and Support

    24 hours ago

    Manila, National Capital Region, Philippines Zagu Foods Corporation Full time

    Are you passionate about working in a dynamic and innovative environment? Do you have excellent communication skills and a strong desire to learn and grow? If so, we encourage you to apply for the Associate Training and Support role at Zagu Foods Corporation.This exciting opportunity will provide you with the chance to work with a talented team of...

  • Support Services Associate

    24 hours ago

    Manila, National Capital Region, Philippines Petron Corporation Full time

    We're looking for a talented Support Services Associate to join our team. In this role, you will be responsible for providing administrative support to our customer service team, responding to customer inquiries, and maintaining accurate records of customer interactions.Key Responsibilities:Providing administrative support to the customer service...

  • Production Support Associate

    2 weeks ago

    Manila, National Capital Region, Philippines Satellite Office Full time

    Production Support AssociateWork for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and just be aweSOme Apply now and discover the Satellite Office Candidate Experience – recognized as one of BEST among BPO companies worldwide.WHAT IS A Production Support Associate?Our awesome client, a leading company...

  • Associate Technical Support Engineer

    2 weeks ago

    Manila, National Capital Region, Philippines Ll Oefentherapie Full time

    The Customer Success Associate Development Program (CSADP) prepares entry-level candidates for an exciting and rewarding career within Oracle NetSuite. Associate Technical Support Engineer (ERP) participate in an initial onboarding experience focused on building customer management and technical knowledge through training, development, and shadowing.Our...

  • Sales Support Associates

    1 week ago

    Manila, National Capital Region, Philippines Robinsons Handyman Inc Full time

    Retail Sales Support Associates - Pasig Area: We are currently seeking qualified candidates to fill the role of Sales Support Associates in the Pasig area. This role involves assisting customers with their purchases, operating POS systems efficiently, and maintaining accurate records.Sales Support Associates will also assist Selling Supervisors in store...

  • Production Support Associate

    1 week ago

    Manila, National Capital Region, Philippines Private Advertiser Full time

    PRODUCTION SUPPORT ASSOCIATEWork for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and just be aweSOme Apply now and discover the Satellite Office Candidate Experience – recognized as one of BEST among BPO companies worldwide.WHAT IS A PRODUCTION SUPPORT ASSOCIATE?Our awesome client, a company based in...

  • Sales Support Associate

    7 days ago

    Manila, National Capital Region, Philippines Lennor Group Full time

    Job Overview We are seeking a highly skilled Sales Support Administrator/Associate to join our team at Lennor Group. As a Sales Support Administrator/Associate, you will play a critical role in ensuring the smooth operation of our sales team. Your primary responsibility will be to handle administrative tasks that keep the sales team organized and efficient,...

  • People Analytics Associate

    1 week ago

    Manila, National Capital Region, Philippines WHG Customer Services Philippines, Inc. Full time

    Grow with UsWe're seeking a curious and adaptable People Analytics Associate to help shape an insight-driven culture within HR. As a key member of our team, you'll integrate global HRIS data, run reports, dashboards, and track key HR metrics.Your ability to translate complex data into actionable insights will be crucial in driving strategic decisions and...