Qualified candidate(s) will join the Client Remote Care Technical Support team in handling calls from patients and submitting orders for replacement equipment.
Calls must be accurately logged and data accurately entered using prescribed tools and processes.
Calls handled may be incoming or outgoing and proper handling of patient information is critical.
Training and phone mentoring will be provided.
Job Summary:
Works in a call center environment under close and direct supervision on defined work assignments while following established procedures.
Exercises basic customer service and technical skills in response to remote monitoring inquiries and complaints from health care professionals, Client field personnel, patients, and various internal departments.
Job Duties:
– Answer inquiries regarding technical issues and/or complaints, as well as adverse events by identifying and collecting information from callers.
This must be done using active and clear note-taking; accurately and thoroughly reporting callers’ product experiences.
– Triages calls and seeks guidance from other personnel for further assistance when appropriate.
– Product support topics include website navigation, mobile device support, telecommunication connectivity, information, set-up, and approved troubleshooting for company-proprietary remote care products.
– Consistently meets department’s performance expectations
– Completes required trainings and certifications, as needed.
– Complies with U.S.
Food and Drug Administration (FDA) regulations, other regulatory requirements.
– Adhere to company policies, operating procedures and work instructions, including time management, attendance, product experience reporting, and patient data privacy
– Maintains professional, positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors.
Within the department, works with other employees to maintain adequate availability for customer support.
– Performs other related duties and responsibilities, on occasion, as assigned.
Overtime may be required.
Job Requirements:
Required:
– High school diploma or equivalent.
– Some experience in a customer service role.
– Ability to work in a highly matrixed and geographically diverse business environment.
– Ability to work within a team and as an individual contributor in a fast-paced, changing environment.
– Ability to leverage and/or engage others to accomplish projects.
– Strong verbal and written communications with ability to effectively communicate at multiple levels in the organization.
– Multitasks, to include active note-taking while on calls and supporting multiple callers at a time
– Prioritizes and meets deadlines in timely manner.
– Strong organizational and follow-up skills, as well as attention to detail.
– Ability to maintain regular and predictable attendance.
Preferred:
– Minimum 1 year experience in a customer service, product support, IT, telecommunications or related role, ideally in a call-center environment.
– Medical device technical support experience.
– Associates Degree a plus
As an equal opportunity employer, ICONMA prides itself on creating an employment environment that supports and encourages the abilities of all persons regardless of race, color, gender, age, sexual orientation, citizenship, or disability.