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Customer Technical Support Specialist

San Diego, CA

Order: 49320

A medical devices company is looking for a customer service driven individual to join their Customer Technical Support team. This specialist role will focus on customer device support, and is a point of contact for technical questions about their devices or providing assistance for troubleshooting common problems. This is a temp to hire opportunity with a leading research and development company, and a great opportunity to join a growing team!

 

Job Duties

- Responds to inbound calls and emails arriving to the technical support line or inbox

- Assist customers with concerns or inquiries, using approved communication guidelines

- Demonstrate good judgment in selecting methods and techniques when providing solutions to customer requests

- Perform timely and satisfactory resolution of calls and on line contacts

- Record accurate and thorough documentation of customer calls and emails within the CRM system

- Identify potential health and safety issues with products and follow appropriate internal notification procedure

- Meet or exceed Technical Support team metrics

- Act as a customer advocate to represent customer needs internally

- Complete the required 4 week training plan before beginning job responsibilities

- Ensure work is preformed in compliance with company policies and other regulatory, legal and safety requirements

- Perform other duties and schedules as assigned

 

Qualifications

- Bachelors degree in biology or health related field or equivalent combination of education and applicable job experience

- 1 year previous experience in a customer support or technical service role preferred

- Working knowledge of Microsoft Office and electronic documentation systems

- Ability to type at least 55 wpm with high rate of accuracy

- Ability to read and follow flow diagrams and work with decision trees

- Clear communication skills to impart product information over phone or email

- Skilled at presenting information in a clear, concise manner to all levels within the department

- Skilled at contributing on a consistent basis to team initiatives in a through and timely manner

- Able to react to changing situations in a timely, calm and confident manner

- Flexibility to work weekends, holidays, and beyond regularly scheduled hours as needed

- Knowledge of HIPAA is desired

- Bilingual - English/Spanish is desired

 

NOTE: Candidates that are offered a position are required to pass pre-employment drug and background screening. Qualified candidates with criminal histories, are considered in a manner that is consistent with local, state and federal laws

 

 

If this sounds like the position you are looking for, please send your resume to Molly Malino at mmalino@suna.com