We believe in a world of equal access to care for all
Medinbox is a pioneer HealthTech company with HQ in Toulouse, France. At Medinbox, our mission is to connect surgeons so that they can perform better procedures. Our integrated cloud/on-premise video collaboration system for operating-rooms and cath labs, facilitates live medical education, remote proctoring and technical support. The combinaison of hardware and SaaS platform empowers surgeons and medical teams to live collaborate and record from any surgical theater. By creating a virtual gateway from the OR, Medinbox bridges the gap to deliver better care to patients.
Through this solution, Medinbox has deployed the largest medical ecosystem for remote clinical assistance and education. Medinbox is a fast growing tech company, with already over 300 cathlabs and operating theaters equipped worldwide.
The candidate
As part of its growth, Medinbox is strengthening its technical staff. In direct collaboration with the support manager and in strong interaction with the field technicians, the helpdesk technician will join an existing team.
Relationships
Internal :
Joining the support team already in place.
Escalating the requests to the level 3 support team.
Relaying on your own initiative to the support manager the subjects requiring an arbitration.
May be required to collaborate with and assist the field technicians during interventions.
Collaboration with Customer Service for support requiring hardware replacement.
External :
At the first level of communication with Medinbox customers (mostly English speaking)
May be required to communicate with external service providers.
Development
The possibilities of evolution follow an essentially technical axis. The scope and responsibilities of the support technician will grow.
Technical skills
Receive customer requests via inbound calls, emails and tickets.
Analyze, process and resolve incidents.
Record all incidents in the internal ticketing tool Zendesk.
Assist remote users.
Assemble, configure and test hardware.
Ensure communications with customers (mostly in spoken/written English).
Escalate incidents requiring arbitration to the support manager.
Be able to travel to customer sites to provide on-site support.
Have a good experience of troubleshooting
Good knowledge of the Windows OS (10/11)
Good interpersonal skills
Professional Experiences
Advanced level of English (allowing the realization of customer support in English).
Personal Capabilities
Operational and methodological rigor.
Strive for simplicity and standard.
Taste for teamwork.
Ability to synthesize and reconcile.
Intellectual curiosity about information, audiovisual and medical technologies.
Be a force of proposal.
Ability to question and accept new methods and IT practices.
Sense of service and priorities.
Appetence for intercultural and international contexts
Excellent interpersonal skills
Goodwill towards collaborators and colleagues
Why join the Medinbox Team
At Medinbox we are always preparing for the newest incoming technologies and keep on finding applications and ways to improve our solution. We prioritize the medical teams’ wants and needs, as well as the patients’. We are mission and customers driven. At Medinbox, the growth never ends. Since putting humans first has proven to be so efficient, we also constantly make sure to provide our teams with a working environment where they can give the best of themselves, grow in their role… Scale up with Medinbox!
