Helpdesk Supporter Technician, Aarhus

Helpdesk Supporter Technician, Aarhus

About the role

We are seeking a collaborative and experienced Helpdesk Supporter to join our Helpdesk team in Aarhus. This role will play a critical part in delivering exceptional customer experience. The Helpdesk supporter will be responsible for supporting our customers with technical support on our products and software solutions.

Customer Care

Ensuring stable and timely operation of the originating Helpdesk function, delivering technical support and expertise to customers, service technicians, regional service teams and internal stakeholders.

Contributing to continuous improvement activities within Helpdesk function.

Supporting the stable operation of customer equipment and high customer satisfaction through assistance in other areas of the company i.e. assistance to R&D, Sales, Production etc.

Partnership with the commercial team

Collaborate with Customer Care and Sales to identify and resolve systemic issues, driving continuous improvements across processes and the customer journey.

Support the commercial team by providing technical guidance and participating in customer meetings when required.

Collaboration and team player

Contribute to a culture of collaboration, continuous improvement and quality driven mindset.

Actively share knowledge, support colleagues and contribute to building a high-performing Helpdesk team.

What you bring

Technical education within IT, electronics, engineering or a related field, or equivalent practical experience.

Minimum 3 years of experience in IT support, medical support, technical helpdesk, field service, or technical customer support, including troubleshooting hardware, software, and network-related issues.

Experience in Customer care, ideally within the medical device, healthcare or life science industry.

Fluent in English, spoken and written.

Proficiency in customer care platforms, CRM (knowledge of Salesforce preferred) systems and digital tools that enhance the customer journey.

Preferably with experience of working in a multinational environment.

Customer focus: Strong commitment to delivering exceptional customer experience.

Technical focus: Proficient in troubleshooting and resolving technical issues quickly to minimize downtime and ensure seamless operations.

Adaptability: The ability to thrive in a fast-paced, ever-changing environment.

Success in this role means

Achievement of high customer satisfaction scores (NPS).

Effective collaboration within the team, Regional Customer Care leaders, R&D and other stakeholders and peers.

Contribute to the successful transition of customer interactions and transactions to digital platforms where appropriate.

Locations

Aarhus

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