Technical Support Specialist

Company: Medical Device

Location: Pittsburgh, PA

Position: Technical Support Specialist

Duration: Direct Hire

Hours: Tues – Sat, 3pm-11:30pm

Pay: $17-17.75 (depending on experience/personality)

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.
• Dispatches PSRs to patient sites as required to resolve patient issues and ensure patient safety.
• 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)
• Eager to learn
• Someone who is comfortable being on the phone the ENTIRE shift (25-70 calls per day)
• Want people who are EXCITED about the opportunity