At the Vitrolife Group, we work every day to unlock the full potential of science and technology to reduce the barriers towards
building a family. Together we help our customers and their patients to fulfill the dream of having a baby.
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.
YOUR IMPACT
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.
CONTACT INFORMATION
We review applications on an ongoing basis and will close the recruitment once we have found the right candidate. We look forward
to receiving your application.
Due to the summer holidays, please note that the processing of applications may take longer and extend into the month of August.
If you have any questions, please reach out to Customer Care Manager Technology, Katrine Rydeen Skyldahl on e-mail
khansen@vitrolife.com.
Vitrolife Group is a global provider of medical devices and genetic services. Based on science and advanced research capabilities,
we develop services and products for personalized genetic information and medical device products. We support our customers by
improving their clinical practice for the patient's outcome of fertility treatment.
We are currently approximately 1 100 colleagues worldwide, with headquarters in Gothenburg, Sweden. Vitrolife Group's products and
services are available in more than 110 countries through our own presence in 30 countries and a network of distributors.
Vitrolife Group is a sustainable market leader and aims to be the preferred partner for IVF-clinics by providing superior products
and services with the vision of fulfilling the dream of having a baby. The Vitrolife share is listed on Nasdaq Stockholm.