Job Number: 20021604

Location: Dorval, QC

Date Posted: 9-26-2017

Job Title: Customer Support Agent

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Cardinal Health Canada is currently seeking a Technical Support Agent for a permanent, full time role within our Dorval offices.

The Technical Support Agent (TSA) has a key role in supporting Cardinal Health’s strategy of customer front-line technical support. The incumbent is responsible for providing the highest level of service to external and internal customers, while operating within company guidelines and ensuring that the needs of all customers are met in a timely, comprehensive manner.

Major Responsibilities

Technical Support

  • In an Automated Call Distribution (ACD) environment, receive, investigate and respond to customer inquiries, including parts information; pricing; quotes for repair or exchange; base or extended warranty coverage; availability; replacements/substitutes; resolving questions or inquiries; expediting shipments; etc.
  • Provide first level product-specific technical support in compliance with company procedures.
  • Direct complex technical issues to appropriate company personnel (Service Technicians, Field Service Representatives, nurses or other appropriate person/department).
  • Issue Return Material Authorization (RMA) for serialized units to be returned to our Service Repair Center.
  • Open RMA reconciliation management
  • Research and resolve serialized product returns by ensuring RMA transactions are completed according to Cardinal Healthpolicies for non-compliant returns.
  • Process parts, service and asset related orders, in accordance with organizational guidelines.
  • Overall management of PMAE and LTC programs with regards to home patients inquiries/requests; repairs; exchange units; warranty; consignment inventory weekly replenishment to nurse’s sites.
  • Uphold highest level of technical support service including thorough understanding of procedures and processes
  • Contribute to the update and maintenance of work instructions and procedures, as required
  • Work with Service Repair Center to manage customer’s demand from the Asset Pool.
  • Product manager’s support including evaluation process; demos; clinical trial (shipment and return management)
  • Process recurring customer billing using SWM system.
  • Other tasks as assigned

Communication

  • Participate in all product knowledge, sales and systems training when provided.
  • Participate in all Technical Support Agent Team meetings.
  • Participate in Technical and Sales meetings as required.

Quality

  • Ensure that all work is performed and completed on time and in a safe manner, in compliance with Cardinal Health's standards respecting SOPs and GMP standards.
  • Maintain a well-organized workstation and filing process, including communications, customer and product files and departmental procedures, to aid in problem-solving and to quickly answer technical questions.

Job Requirements

  • Minimum post -secondary education completed.
  • Minimum 3 to 5 years of experience in a medical / pharmaceutical call center environment, interacting with patients, internal and external customers.
  • Experience with business improvement and development projects is preferred.
  • Excellent communication skills; fluency in French and English (verbal and written).
  • Excellent computer skills (Microsoft Office, JDEdwards EOne, internet).
  • Proven multi-tasking and problem resolution ability in a fast paced environment
  • Very good understanding of Logistics, Sales and Marketing key concepts.

Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.


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Meet Gopikrishna

I started my career as an IT programming analyst and have progressed into management. Cardinal Health provides various training programs to help individuals be successful in their job and grow professionally. This is a great place to work because the people here strive to make a great difference in healthcare every day. Gopikrishna, Manager, Software Engineering