Job Description

SUMMARY

Performs duties required in the Technical Support call center.  Take calls on patient inquiries, product/service concerns, and technical issues relating to a medical device product.  Access and update patient accounts through computer based systems.  Monitor current procedures to ensure compliance with set standards.  Requires technically proficient skill set in the areas of troubleshooting medical device issues.  Provide technical support to patients and healthcare providers.

The focus of a Technical Support Representative is first and foremost to ensure a high quality experience for each patient by appropriately engaging and connecting with each patient.  Provide troubleshooting assistance to determine why the service, equipment or feature is inoperable.

ESSENTIAL DUTIES AND RESPONSIBILITIES

·        Serve as first point-of-contact for patients and medical professionals on all technical and service levels.  Provide assistance with patient support issues. Coordinate with Quality Assurance to ensure customer satisfaction.

·        Take calls on patient inquiries and complaints.  Respond to patient phone calls and emails with troubleshooting tips and specific instructions.  Review and discuss data with patients.  May require some training of patients over the phone.

·        Promote and maintain high-quality technical support standards within the Technical Support department.  Resolve hardware and software issues.  

·        Use and maintain software and databases appropriately.  Document and analyze patient and product information, send replacements and samples, and perform patient follow-up per department standards.

·        Participate in new product training as required when new products are launched.

·        Comply with all elements of the Quality System, regulatory requirements, and patient confidentiality and privacy as outlined for the position.

·        This position assumes and performs other duties as assigned.

SUPERVISORY RESPONSIBILITIES

This position has no supervisory responsibilities.

QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

·        Able to work flexible hours on a rotating schedule including evenings, holidays and weekend.  Overtime may be required.

·        Ability to work independently with supervision as required and as a team player within a department as well as with other departments.

·        Good customer service skills.

·        Good verbal and written communication skills, including effective listening skills and ability to communicate accurately and effectively in person, over the telephone, through email and other business correspondence.

·        Ability to retain detailed information.

·        Ability to solve problems.

EDUCATION AND/OR EXPERIENCE

Bachelor's degree (B.A. or B.S.) from four-year college or university preferred; Technical Support or Customer Service related experience and/or training preferred; or equivalent combination of education and experience.