Technical Support Specialists will be working in a call center environment and will be taking mainly inbound calls from patients regarding the use of comapny products. They are expected to provide technical support to patients, families and medical professionals in the use of products via phone and email contact. They are mainly doing troubleshooting for the patients for the functionality of the product to make sure it's working properly.
Performs other duties and tasks as assigned.
May be on-call to provide support outside of normal business hours.
Assists in the development and maintenance of training procedures, complaint procedures, and shipping/returning procedures.
Works closely with Customer Support and Field Personnel to arrange patient visits with representatives as needed to resolve issues.
Appropriately identifies escalated issues requiring external communication and ensures that they are documented, tracked and escalated in accordance with work instruction.
Appropriately identifies Emergency Response situations and triggers escalations in accordance with company policy and work instructions to ensure we protect patients quickly and effectively.
Processes End of Use requests when requested and applicable in accordance with all End of Use procedures.
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.
Facilitates returns and equipment shipments to ensure patients receive needed equipment and all equipment is returned and tracked appropriately.
Provides exceptional customer service to our patients, medical professionals and field personnel.
Provides back-up on all patient and physician issues in substitution for other departments in a 24 hour environment
Identifies and executes the most cost effective approach to deploy in resolution of patient concerns.
Dispatches PSRs to patient sites as required to resolve patient issues and ensure patient safety.
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 specific issues with regard to patient questions/concerns/complaints and utilizes advanced troubleshooting skills to resolve issues.
Troubleshoots issues effectively and in compliance with all associated training and work instruction.
Provides technical support via phone including analysis and resolution of product or system problems, instructional support and equipment shipping.
privacy and protection,
when applying to a job online, never give your social security number to a prospective employer, provide credit card or bank account information, or perform any sort of monetary transaction.Learn more.
By applying to a job using CareerBuilder you are agreeing to comply with and be subject to the CareerBuilder
Terms and Conditions
for use of our website. To use our website, you must agree with the
Terms and Conditions
and both meet and comply with their provisions.