Technical Support Specialist

Minneapolis, MN
Posted 1 month ago

Position: Technical Support Specialist

Overview of Responsibilities:

  • Provides technical support via phone including analysis and resolution of product or system problems, instructional support and equipment shipping.
  • Troubleshoots issues effectively and in compliance with all associated training and work instruction.
  • Identifies specific issues with regard to patient questions/concerns/complaints and utilizes advanced troubleshooting skills to resolve issues.
  • Documents all customer complaints, alleged product deficiencies, returned goods orders, change requests/change orders, sales orders, call reports and any other required documentation in applicable systems.
  • Identifies and executes the most cost effective approach to deploy in resolution of patient concerns.
  • Provides back-up on all patient and physician issues in substitution for other departments in a 24 hour environment
  • Provides exceptional customer service to our patients, medical professionals and field personnel.
  • Facilitates returns and equipment shipments to ensure patients receive needed equipment and all equipment is returned and tracked appropriately.
  • Appropriately identifies alleged deficiencies related to the identity, labeling, packaging, quality, durability, reliability, safety, effectiveness or performance of the product in accordance with company policy and applicable regulations.
  • Processes End of Use requests when requested and applicable in accordance with all End of Use procedures.
  • Appropriately identifies Emergency Response situations and triggers escalations in accordance with company policy and work instructions to ensure we protect patients quickly and effectively.
  • Appropriately identifies escalated issues requiring external communication and ensures that they are documented, tracked and escalated in accordance with work instructions.
  • Works closely with Customer Support and Field Personnel to arrange patient visits with company representatives as needed to resolve issues.
  • Assists in the development and maintenance of training procedures, complaint procedures, and shipping/returning procedures.
  • May be on-call to provide support outside of normal business hours.
  • Performs other duties and tasks as assigned.

Requirements:

  • Candidates that have customer/personal interaction in person or over the phone
  • Someone that can think on their toes, position is not scripted
  • Can handle high volume of calls and calls that could last for a minute to forty-five minutes
  • Has a PASSION for helping people
  • Must be able to multitask and be empathetic
  • Prefer quality calls over quantity of calls
  • Highly prefer candidates who have either an associate or bachelor degree, however its not needed.
  • Team oriented / centered (personality is HUGE)

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