Technical Support Specialist
hace 2 días
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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