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DESCRIPTION
Think Global - Expect Amazing! TalentWorldGroup is a Revolutionary Multilingual Contact Center. We are a truly peoples company and we are on a mission to reinvent professional Home-Based Working and build the Workplace of the Future!
Position Overview:
We are seeking Registered Nurses located in Austria with an active RN license (from Austria) to work for our premium International client in the medical field. This is a fully remote/work-from-home position providing courteous and efficient service to customers in assigned accounts. You will be trained for the key job responsibilities.
Key Responsibilities:
- Resolves customer inquiries, complaints, and requests, including technical or clinical information while working within a defined scope of practice.
- Serves as a telecare clinical contact for patients, clinical staff, and internal team members (i.e. within the employers organization or the clients organization).
- Addresses escalations from Level 1 technical services team members, acting as a backup for Technical Services Supervisors.
- Adheres to all environmental, health, and safety SOPs, equipment policies and procedures, including any department or organization specific requirements.
- Serves as a liaison between customers, the employers staff members, and clients staff members.
- Identifies and assists in implementing any changes necessary to manage the accuracy of information within online platform(s), troubleshooting trees, and any other reference or guide materials.
- Seeks enhancements to improve customer experience, equipment reliability and treatment quality.
- Completes scheduled and unscheduled outbound calls to telecare patients and clinical collaborators.
- Receives unscheduled inbound calls from telecare patients and clinical collaborators.
- Ability to analyze and use data analysis tools.
- Understands trends for treatments sourced from treatment platform and can decipher clinical root causes, user root causes, or product root causes for treatment deviations.
- Shares relevant call information with appropriate stakeholders and documents call outcomes appropriately.
REQUIREMENTS
Training Program:
- Eight weeks of paid training.
- Training covers technical support and treatment analysis.
- Training is fully remote/work-from-home.
Schedules:
- Training: Monday to Friday: 12:00 PM - 5:00 PM CET (6 hours/day).
- Operating Hours: Flexible: Monday to Friday, 9:00 AM - 6:00 PM CET. Expected to work for 2 hours/day.
Requirements:
- You are currently living in Austria.
- Active RN License (BSc or other diploma from a nursing program).
- 2-4 years contact center or customer service experience (preferred, not required).
- Experience with dialysis therapy (preferred, not required).
- Excellent verbal and written communication skills in both German and English.
Internet and Hardware Requirements:
- Internet: Broadband connection with Ethernet-based LAN, 50 Mb/s speed from local ISP.
- Processor: Intel Core i5 or higher/AMD 5 or higher.
- RAM: 16GB RAM.
- Storage: 120GB SSD.
- Headset: Wired USB.
- Operating System: Windows 10 or higher.