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Call Center / Technical Support Representative


100% Remote - Call Center/Technical Support Representative

  • Provide global industry-leading technical support over the telephone and email to customers Monday - Friday, 8AM-5PM CST
  • Manage phone inquiries and provide product support for primarily patient customers utilizing the LATITUDE Remote Monitoring products
  • 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; identify when it needs to be a warm or cold transfer
  • Achieve departmental quality goals
  • Achieve 70+% phone time (talk and available time)

MUST HAVE Qualifications:

  • HS Degree required with some post-secondary training
  • Experience in processes needing problem solving and critical thinking skills
  • Strong customer service skills with a desire to work with patient customers, of all ages, many of whom have little technical knowledge.
  • The perfect candidate is empathic, patient, and effectively communicates technical information to non-technical people
  • Excellent English speaking ability, strong verbal and written communication skills
  • Types 50+ words per minute with the ability to talk and type at the same time
  • Effectively identifies the customer needs through asking clarifying questions
  • Ability to navigate multiple computer systems while communicating with patient customer
  • Strong aptitude for learning system software and product specific information
  • Ability to coordinate with co-workers to improve and sustain process quality
  • Candidate must have fast internet and a distraction free environment in which to work

PREFERRED Qualifications, but not required:

  • 4-year degree
  • Salesforce.com knowledge
  • Microsoft Teams knowledge
  • Spanish/bilingual person is highly desirable




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