- Provide global industry leading technical support over the telephone and email to customers Monday - Friday, an -hour shift; AM – PM CST (Central Standard Time)
- Manage phone and email inquiries providing product support for customers utilizing CRM & Diagnostics (CRMDx) products
- Effectively communicates with medical professional and sales representatives in a fast-paced environment to provide answers as quickly as possible
- Effectively identifies the customer needs by asking clarifying questions
- Demonstrates self-motivation and initiative to identify issues and process improvement ideas
- Educate, support, and train customers through phone and email consultation
- Document and evaluate all customer inquiries, comments, and concerns
- Identify and document product events
- Identify when and where to transfer calls to another department or translation service
- Achieve departmental quality goals
- Achieve +% phone time (talk and available time)
- Achieve individual key performance indicators as defined
- Maintain Quality in all aspects of their work through compliance to all quality requirements
- Post-secondary degree required – Associates or equivalent education/experience
- Excellent English-speaking ability, strong verbal and written communication skills
- Experience in processes requiring problem solving and critical thinking skills
- Strong customer service skills with the ability to work with and have empathy with patient customers, of all ages, many of whom have little technical knowledge
- Proven ability to work in a fast paced, metric driven environment where schedule adherence and efficiency is critical
- Types + words per minute with the ability to talk and type at the same time
- Proven ability to navigate multiple software systems while communicating with customer
- Strong aptitude for learning system software and product specific information
- Remote candidate must have fast internet and a quiet, distraction free environment in which to work
- -year degree strongly preferred
- -year experience in customer-facing technical call center support role
- knowledge
- Microsoft Teams knowledge
- Telecom system knowledge
- Experience troubleshooting modems, routers, and cell phones a plus
- Background in the healthcare industry and technical support a plus
- A Spanish bilingual person is highly desirable
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Description
Job Description:
Job Purpose
Provide technical support in a call center environment to field personnel, clinicians, patients, and other internal customers.
Assist with set up and troubleshooting of the LATITUDE Remote Patient Management System and may expand into assisting implantable cardiac monitoring (ICM) with website interface, workflow, and frequent questions for other products in CRM & Diagnostics (CRMDx).
Key Responsibilities
