Technical Support Specialist

#remote #customer #service #job

Job Title: Technical Support Specialist

Description

Kestra Medical Technologies, Inc


Today

03/26/2021 01:40:05

Job type: Full-time

Remote (USA Only)

Hiring from: USA Only

Category: Customer Service


The Kestra team has over 400 years of experience in the external and internal cardiac medical device markets. The company was founded in 2014 by industry leaders inspired by the opportunity to unite modern wearable technologies with proven device therapies. Kestra’s solutions combine high quality and technical performance with a wearable design that provides the greatest regard for patient comfort and dignity. Innovating versatile new ways to deliver care, Kestra is helping patients and their care teams harmoniously monitor, manage, and protect life.

The Technical Support Specialist (TSS) provides technical support to Kestra customers who rely on our medical devices, including patients, medical professionals, as well as sales representatives primarily via the telephone. This role manages day to day incoming patient and Health Care Professional questions and product concerns and participates in the after-hours call rotation schedule.A TSS is responsible for identifying customer support issues and working with the customer and others to successfully triage and troubleshoot customer issues, report product issues and concerns to product development managers, and contribute to the knowledge base. A TSS demonstrates compassionate patient communication skills, thorough medical and product knowledge, and provide superior customer service to facilitate resolution of customer concerns. This position works closely with Sales, Marketing, Quality Assurance, and the Research and Development Teams to address customer concerns, determine corrective action and customer follow-up. This position blends technical knowledge, problem solving, and sincere customer service.

ESSENTIAL DUTIES:

  • Respond to technical support inquiries and complaints, troubleshoot, and resolve as needed with the appropriate level of urgency and patience.
  • Document all inquiries, complaints, resolutions, and follow-up with customers in the CRM, SalesForce.
  • Support Sales, Marketing, and Customer Service by helping to resolve customer product issues and customer concerns.
  • Responsible for initiating and coordinating product replacements and returns.
  • Responsible for the accurate set-up of patients in Kestra’s remote monitoring system and follow-up on various alerts and events communicated by the monitoring system.
  • Assist in updating technical documents as needed, such as Helpline standard operating procedures, troubleshooting matrices, and troubleshooting guides, etc.
  • Review and complete proficiency testing applications prior to deadlines.
  • Maintain product references and contribute to a product issues resolution knowledge base.
  • Perform duties in compliance with established business and regulatory policies.
  • Conducts video conference calls.
  • Adhere to Pledge of Confidentiality
    • Information regarding a patient of this company shall not be released to any source outside of this company without the signed permission of the patient. Furthermore, information will only be released internally on a need-to-know basis. All Team Members will not discuss patient cases outside the office or with anyone not employed by this company unless they are directly involved with the patient’s case.
  • Superior communication (speaking and listening) and interpersonal skills.

COMPETENCIES:

  • Passion: Contagious excitement about the company – sense of urgency. Commitment to continuous improvement.
  • Integrity: Commitment, accountability, and dedication to the highest ethical standards.
  • Collaboration/Teamwork: Inclusion of Team Member regardless of geography, position, and product or service.
  • Action/Results: High energy, decisive planning, timely execution.
  • Innovation: Generation of new ideas from original thinking.
  • Customer Focus: Exceed customer expectations, quality of products, services, and experience always present of mind.
  • Emotional Intelligence: Recognizes, understands, manages one’s own emotions and is able to influence others. A critical skill for pressure situations.

Requirements

Education/Experience Required:

  • Bachelor’s degree or eight (8) years of equivalent work experience
  • Two or more years related experience
  • Two or more years’ experience working remotely
  • Experience in working with a HIPAA regulated environment.
  • Demonstratable professional telephone etiquette
  • Solid organizational/time management skills.
  • Superior follow up skills.
  • Proficient Microsoft Office and other enterprise software system skills with the ability to quickly learn new programs and/or modifications to the existing system.

Preferred:

  • Proficient at using Salesforce as an inside customer service platform
  • Experience in providing technical support for medical devices
  • Fast paced environment
  • Drug-free, as per FDA regulations
  • Frequent repetitive motions that may include wrists, hands and/or fingers, such as keyboard and mouse usage
  • Frequent stationary position, often sitting for prolonged periods of time
  • Frequent phone and other business machine use
  • Occasional bending and stooping
  • Occasional lifting up to 20 pounds
  • Occasional travel 10% or less

WORKING CONDITIIONS:

  • Fast paced environment
  • Drug-free, as per FDA regulations

PHYISCAL DEMANDS:

  • Frequent repetitive motions that may include wrists, hands and/or fingers, such as keyboard and mouse usage
  • Frequent stationary position, often sitting for prolonged periods of time
  • Frequent phone and other business machine use
  • Occasional bending and stooping
  • Occasional lifting up to 20 pounds

TRAVEL:

  • Occasional travel 10% or less

OTHER DUTIES:

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the Team Member. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

Benefits

Kestra offers a very competitive benefit package including Medical, Dental, 401K with Match, etc.

Before you apply, please check if any restrictions apply in terms of time zone or country.

This job has a geo-restriction in place: USA Only.

Please mention that you come from Remotive when applying for this job.

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