Customer Service Tech - 33630

About the role

The Customer Service Tech will have a thorough understanding of all departmental operations and provide support to customers and field personnel as the primary contact for trouble shooting and resolving product problems. They will handle high volume of critical, high-risk accounts in addition to other routine requests.

Responsibilities

• Applies knowledge and creativity to recognize cause and effect conclusions.
• Integrates corporate wide and marketing specific strategies and objectives in day-to-day operations.
• Receive inbound customer calls and email communications and address in a professional and friendly manner.
• Review, prioritize and manage group mailboxes for technical services team to ensure all inquiries and complaints are actioned as per procedures.
• Provide first level support in troubleshooting customer complaints across the designated product range by analyzing customer problems and asking the appropriate questions to support resolution.
• Documenting complaints and inquiries using the appropriate guidelines and procedures to ensure completeness and accuracy of the records.
• Documents product complaints and inquiries within established guidelines.
• Provides data to the organization on customer uses/preferences leading to customer driven design/customer usability.
• Performs work in accordance with defined methods and procedures.
• Understand and follow Quality System by accurate and timely documentation of complaint resolution.

Requirements

• Minimum of 2-3-years experience working in a medical/clinical environment or in customer facing support role in an associated industry.
• Capable of providing excellent customer experience with challenging technical complaints.
• Demonstrates an understanding of the principles of good Technical writing.
• Computer Literate; proficient in MS Word, PowerPoint, Excel and Outlook.
• Excellent verbal and written communications skills.
• Bilingual fluency in Spanish and English is preferred.

Qualifications

• Job Type: Full-time, Contract
• Salary: $25.00 - $28.00 per hour
• Experience Level: 3 years
• Shift: Day shift
• Weekly Day Range: Monday to Friday
• Work Setting: In-person
• Education: Associate (Preferred)
• Experience: Customer Service in medical/clinical environment: 4 years (Preferred), Customer Service: 4 years (Preferred)
• Language: Spanish (Preferred)
• Work Location: In person