100 Fifth Avenue , Suite 1010
Waltham,
MA
02451
US
Posted: 05/30/2023
2023-05-30
2023-07-03
Employment Type:
Direct Hire/Perm
Job Category: Customer Service
Job Number: 568283
Is job remote?: No
Country: United States
Job Description
Product Support Representative
Onsite
Must Haves:
- 1+ years of customer service experience in a tech support role
- Telephone support experience
- MS Office
Nice to Have:
- Associate’s degree
- Medical device industry
- Experience working with dental/medical practices
- Salesforce
- Any CRM experience
Primary Responsibilities:
- Provide first line for support for customers including dentists and dental assistants.
- Diagnose issues reported by customers.
- Follow up with customers to ensure problems are resolved to their satisfaction.
- Coordinate with field support technicians as needed to resolve customer issues.
- Document all interactions in the CRM system to ensure quality requirements are met and accurate records are maintained.
- Escalate issues to management as required.
- Install, configure, and run diagnostic software remotely to resolve problems.
- Develop a strong working knowledge of all products and the methodology utilized to effect field installations and repairs.
- Reinforce training to dental office staff on the set up and maintenance of product
- Organize training for clients by coordinating customer and trainer schedules.
- Follow up with internal stakeholders to ensure problems were resolved to customers’ satisfaction.
Key Skills:
- Excellent telephone skills - Create a positive experience with customers at every interaction.
- Customer Management – Work with customers patiently to identify and resolve complex issues.
- Technical Aptitude – Demonstrated ability to learn new technologies quickly.
- Documentation – Clearly document customer cases. Track cases to closure ensuring regulatory and billing data are documented.
- Written Communication - Writes clearly and informatively.
- Teamwork – Ability to work with team members to achieve a mission.
- Dependability - Takes responsibility, keeps commitments, knows when to involve others.
- Communication and follow up – Ability to work with team members and other Teams in the organization to accomplish common goals.
Requirements:
- Associate’s degree in business or technology related field, or equivalent work experience is required.
- Telephone support experience with 1-3 years’ experience in a technical support role.
- Prior experience in a service environment (3-5 years) working with customers to resolve problems related to computer hardware/software/medical devices.
- May require after-hours telephone support or on-call availability.
- Background in computer software and/or hardware and troubleshooting is a major plus.
- Window and MS Office Suite experience required. com experience is a plus.
- Experience in Dental or Medical practices reliant on advanced technologies a plus.
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