Technical Support Consultant
hace 2 meses
Position Overview
The role of the Technical Support Specialist is pivotal in delivering exceptional customer service, which is fundamental to Nevro's mission. This position directly engages with customers to address inquiries related to our products and therapies, ensuring they receive the necessary support for optimal relief.
Key Responsibilities
- Handle incoming calls and emails from customers and patients, documenting all interactions accurately.
- Provide detailed technical and clinical information to patients, healthcare professionals, and field representatives to resolve product-related questions.
- Address escalated issues where initial support efforts have not resolved customer concerns.
- Evaluate all feedback and inquiries to identify potential product complaints and initiate the complaint process as required.
- Conduct follow-ups on complaints and assist in the resolution process when necessary.
- Ensure thorough documentation of all communications in compliance with internal and regulatory standards.
- Collaborate with various departments to gather necessary information from patients and customers.
- Maintain accurate records in approved tracking systems to meet internal, FDA, and ISO requirements.
- Monitor individual and team performance metrics to identify areas for process improvement.
- Refine existing procedures based on new insights and knowledge gained from field interactions.
- Analyze complex medical devices to provide informed support.
- Participate in departmental projects and initiatives as assigned.
- Perform additional duties as required.
Qualifications
- Bachelor's degree in a scientific, technical, or medical discipline.
- Minimum of one year of experience in a dynamic customer service environment.
- Experience with Class III medical devices is preferred.
- Prior experience in handling complaints related to medical devices is advantageous.
Skills and Competencies
- Preferred educational background in biomedical engineering, electrical engineering, or information technology.
- Familiarity with FDA regulations regarding complaint management is a plus.
- Proficient in computer systems, including hardware, software, and networking.
- Basic proficiency in Microsoft Word, Outlook, and Excel.
- Understanding of ERP systems or database software is beneficial.
- Demonstrated written and verbal communication skills are essential.
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