Customer Experience Tech Support Agent (MedTech)

Location: Bromma, Sweden

Company

Nordic Infucare provides specialized treatments and medical technology products for people living with chronic diseases and is part of the Air Liquide group.

What you will do

• Provide professional technical support to users, business health managers, healthcare professionals, customers, and internal colleagues across the Nordic region.
• Handle phone calls, callbacks, emails, web forms, social media inquiries, and customer cases according to SLAs and established processes.
• Document cases in the Tech Care CX CRM system and report complaints and incidents to suppliers through their portals or other approved channels.
• Manage troubleshooting, claims, replacements, non-functioning products, supplier escalation, and replacement stock monitoring.
• Support diabetes products and other products supplied by Nordic Infucare, including product education and collaboration with sales and other departments.
• Contribute to process documentation, automation, efficiency improvements, onboarding, KPI delivery, tender management, and warehouse handbook updates.

Requirements

• 3–5+ years of experience in customer experience roles.
• Professional verbal and written proficiency in Danish, Finnish, Norwegian, Swedish, and English is required.
• Ability to provide empathetic, efficient, and effective customer service by phone and email.
• Ability to follow SOPs, regulations, SLAs, complaint-handling procedures, and supplier agreements.
• Ability to use CRM troubleshooting guides, document cases accurately, and escalate issues when needed.

Culture & Benefits

• Work in a customer experience team focused on simplifying complex medical needs and improving patient outcomes.
• Collaborate with suppliers, customers, users, healthcare professionals, sales, and internal departments.
• Contribute to a diverse and inclusive workplace that values empathy, accountability, customer focus, and passion.
• Work in a flexible team environment where colleagues support each other across queues and responsibilities.