Customer Care - Technical Support Specialist - Part Time - Remote 🔥
- Must be available to work the hours between 4pm-8pm, EST (Sun-Sat)
- 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 regarding 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 LifeVest 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 instruction.
- Works closely with Customer Support and Field Personnel to arrange patient visits with ZOLL 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.
- Associates/Bachelor’s degree in related field preferred or related experience.
- Strong communication skills, both oral and written, including the ability to translate and communicate technical and analytical issues to all types of end users.
- Strong customer service skills.
- Technical aptitude or experience troubleshooting complex systems.
- Computer literacy with Microsoft Office experience.
- Empathy for direct patient contact. Medical Experience a plus.
- Listening, speaking, reading, and writing fluency in Spanish a plus.