Technical Support Representative 2

View full description

Requirements:

• 2-4 years of related experience and a High School diploma/certificate or equivalent.
• Language fluency in both English and French – written and oral communication
• Able to work flexible hours on a rotating schedule including evenings, holidays and weekend. Overtime may be required.
• Ability to work independently with minimal supervision and as a team player within a department as well as with other departments.
• Excellent customer service skills. Overall positive customer service quality feedback.
• Excellent verbal and written communication skills, including effective listening skills and ability to communicate accurately and effectively in person, over the telephone, through email and other business correspondence.
• Ability to retain detailed information.
• Ability to solve problems or diverse scope and some complex problems.

Responsibilities:

• Serve as first point-of-contact for patients and medical professionals on all technical and service levels.
• Assist with patient support issues.
• Coordinate with Quality Assurance to ensure customer satisfaction.
• Take calls on patient inquiries and complaints.
• Respond to patient phone calls and emails with troubleshooting tips and specific instructions.
• Review and discuss data with patients.
• May require some training of patients over the phone.
• Collaborate with other departments as needed.
• Promote and maintain high-quality technical support standards within the Technical Support department.
• Resolve hardware and software issues.
• Use and maintain software and databases appropriately.
• Document and analyze patient and product information, send replacements and samples, and perform patient follow-up per department standards.
• Participate in new product training as required when new products are launched.
• Comply with all elements of the Quality System, regulatory requirements, and patient confidentiality and privacy as outlined for the position.
• May assist in training new Technical Support Representatives if requested.
• Assume and perform other duties as assigned