Technical Support Specialist

hace 2 días


Alajuela, Alajuela, Costa Rica Nevro A tiempo completo

Job Summary:

Nevro seeks a skilled Technical Services Specialist to resolve product and therapy questions or issues for customers. The successful candidate will provide excellent customer experience, troubleshooting technical issues, and documenting communication.

Responsibilities:

  • Answer customer phone calls, reply to emails, and document issues.
  • Provide technical or clinical information to patients, doctors, and field representatives.
  • Respond to situations where first-line support has failed to resolve customer hardware and software issues.
  • Evaluate inputs from all sources for potential product complaints.
  • Initiate complaints in a timely and compliant manner.
  • Conduct Good Faith Effort follow-up on complaints as required.
  • Help process and close complaints.
  • Document all information in various systems.
  • Coordinate with other departments for information and data gathering.
  • Document all contacts via an approved tracking system.
  • Maintain individual and team metrics to monitor and participate in projects to improve processes.
  • Analyze and evaluate technologically complex devices.
  • Provide on-call coverage after hours.
  • Participate in departmental projects as assigned.

Role Requirements:

  • BS degree in any scientific, technical, or medical field.
  • 1+ years of working experience in a fast-paced customer service environment.
  • Experience with Class III medical devices preferred.
  • Prior experience in complaint handling for medical devices a plus.

Skills and Knowledge:

  • BS preferred in a technical field, especially in biomedical engineering, electrical engineering, or information technology.
  • Knowledge of FDA regulations with respect to complaint handling a plus.
  • Strong computer skills (hardware, software, and networking).
  • Basic working knowledge of Microsoft Word, Outlook, and Excel.
  • Basic knowledge of interacting with ERP or other database software.
  • Demonstrated written and verbal communication skills.

Language Code: en



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