Technical Support Specialist (REMOTE)

Select Source International

Salt Lake City, UT, USA

Published: 6/14/2022

Technology

Full Time

Job Description

Job Title: Technical Support Specialist
Location: REMOTE
Job Type: Full-Time
Pay rate: $21/hr on W2

Position Summary

Providing professional assistance for medical devices and safety software. This role is pivotal in ensuring a positive customer experience through technical troubleshooting, repair coordination, and service request management. You will interact with customers across multiple channels, offering timely and knowledgeable support to both external clients and internal stakeholders.

Key Responsibilities

Respond promptly and professionally to incoming inquiries via phone, email, chat, and other communication channels.
Document all customer interactions in designated systems in accordance with Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), and internal process guidelines.
Create and manage service requests such as warranty repairs, non-warranty repairs, and preventive maintenance cases.
Ensure all interactions meet or exceed performance metrics including first-call resolution, customer satisfaction, and adherence to knowledge base usage.
Troubleshoot issues related to biomedical and electro-mechanical medical devices, providing solutions or escalating when necessary.
Process Return Material Authorizations (RMAs), including tracking and coordinating repairs and obtaining Purchase Orders for billable services.
Collaborate closely with cross-functional teams including field sales, technical services, and logistics to resolve issues efficiently.
Contribute to the improvement of service operations by identifying patterns and suggesting updates to knowledge articles or processes.

Qualifications & Skills

1–2 years of experience in a customer support or call center environment.
Hands-on experience with ERP systems (preferably Oracle EBS).
Basic technical knowledge of biomedical or electro-mechanical devices, with at least 1 year of relevant troubleshooting experience.
Excellent verbal and written communication skills in English and French.
Strong interpersonal skills with a customer-first mindset.
Ability to work independently, multitask, and remain composed in a high-pressure environment.

Education & Experience

High School diploma or GED required.
Associate degree in Biomedical Technology or a related field preferred.
1 year of relevant work experience required; 2 years preferred.

Company DescriptionSelect Source International (SSI) is a distinguished staffing company with nearly 25 years of experience, renowned for delivering top-tier workforce solutions encompassing staffing, recruiting, and managed services. As a proud supplier, we bring a wealth of expertise and best-in-business differentiators to comprehensively support your diverse workforce needs.

Based in Minneapolis, Minnesota, USA, SSI has established itself as a global leader, serving a broad clientele across industries with unwavering dedication and excellence. SSI is ISO 9001, 14001, and Soc2 Type2 certified, underscoring our commitment to quality and security. We have garnered numerous sustainability and supplier diversity awards, further validating our industry-leading capabilities

Company Description

Select Source International (SSI) is a distinguished staffing company with nearly 25 years of experience, renowned for delivering top-tier workforce solutions encompassing staffing, recruiting, and managed services. As a proud supplier, we bring a wealth of expertise and best-in-business differentiators to comprehensively support your diverse workforce needs.\r\n\r\nBased in Minneapolis, Minnesota, USA, SSI has established itself as a global leader, serving a broad clientele across industries with unwavering dedication and excellence. SSI is ISO 9001, 14001, and Soc2 Type2 certified, underscoring our commitment to quality and security. We have garnered numerous sustainability and supplier diversity awards, further validating our industry-leading capabilities