Paramedics/Incident Management Agents

• Handle incoming calls, emails, or messages related to incidents, emergencies, or inquiries with a focus on providing accurate information and assistance.
• Assess the nature and severity of incidents, following established protocols to determine appropriate actions for resolution.
• Offer professional and empathetic support to callers, understanding their needs and addressing concerns with patience and courtesy.
• Provide clear explanations of processes, procedures, and available options to guide customers through solutions.
• Gather relevant information from callers to accurately understand and document incident details, inquiries, or issues.
• Maintain detailed and accurate records of all interactions, actions taken, and resolutions provided.
• Analyse incidents or inquiries, utilizing available resources to identify potential solutions or escalate to higher-level support as necessary.
• Adapt to unique or challenging situations, finding creative solutions to resolve issues effectively.
• Communicate clearly and concisely with customers, colleagues, and other stakeholders, using appropriate channels and maintaining a professional tone.
• Relay complex information or instructions in a manner that is easily understandable to callers.
• Escalate incidents or inquiries to appropriate levels of support or management when issues require further attention or expertise.
• Collaborate with cross-functional teams to ensure timely resolution and maintain consistent communication throughout the incident lifecycle.
• Provide guidance and educational information to customers to empower them to prevent incidents, resolve minor issues independently, or utilize services effectively.
• Participate in regular training and skill development to stay up-to-date with company policies, procedures, and product knowledge.
• Contribute to continuous improvement efforts by providing feedback on processes, tools, and customer interactions.
  

Requirements:

• BSc in any Medical field and Completion of an accredited paramedic training program.
• Valid paramedic certification and licensure.
• Strong knowledge of advanced life support techniques and medical interventions.
  
• Additional education or certification in customer service, communication, or related fields is a plus.
• Knowledge of medical terminology, anatomy, and pharmacology.
  
• Proven experience in call center operations, incident management, or customer service roles.
• Strong verbal and written communication skills in the appropriate languages for customer interactions.
• Strong problem-solving skills and the ability to adapt to unexpected challenges.
  

Note: We are committed to improving diversity in the workspace and work to ensure that our team is supportive of our employees. We strongly encourage applications from women.