Digital Support Associate

The Digital Support Associate will provide Tier 1 technical support to medical professionals internal personnel and sales representatives for all of Intuitives Digital Products. The successful candidate demonstrates technical aptitude a robust troubleshooting methodology and communication skills while providing excellent customer service to facilitate the timely resolution of customer issues.

Roles & Responsibilities:

• Provide Tier 1 support for all of Intuitives Digital Products
• Primary for Digital and Networking call triage providing timely resolution for our customers including hospital systems and ambulatory surgery centers.
• Respond to digital and technical support inquiries and complaints and create/update support tickets according to documented processes and procedures
• Accurately log all received issues into our Customer Relationship Management System Effectively resolve up to 95 of Tier 1 issues during first contact
• Possess a strong understanding of the support escalation pathway and quickly determine when to escalate incidents to technical teams.
• Ability to differentiate issues related to user error and networking roadblocks
• Maintain open communication with technical teams to ensure problem resolution and customer satisfaction
• Maintain ownership & accountability until issues are resolved or handed off to other departments.
• Consistently followup on open cases and follow through with customer on case status and resolution
• Have a flexible work schedule including on call hours weekend rotation and holiday rotation
• Understanding of regulatory and internal requirements as it relates the complaint reporting process.
• Maintain timely status of training records at all times
• Meet or exceed key performance and productivity goals such as quality service level knowledge schedule adherence and other metrics as defined by management
• Maintain confidentiality with regard to all customer and company data
• Foster and contribute towards a positive and collaborative culture

Qualifications :

Qualifications

Skills Experience Education & Training:

• Minimum CompTIA Net IT Certification or two years equivalent experience working in IT or technical support.
• Associates Degree in Computer Science or Network Systems Administration preferred
• Minimum of two years experience providing customer phone support. IT or technical support experience for directtoconsumer technology is preferred.
• Demonstrated ability to troubleshoot within multiple business systems
• Proven cross functional collaboration and escalation management techniques
• Basic knowledge of issue ticketing system and ticket/case lifecycle management
• Knowledge and understanding of multichannel contact model including phone email chat and social media platforms
• Familiarity with Operating Room protocols anatomic terminology and knowledge of Endoscopic vision equipment a plus.
• Salesforce experience preferred
• Superior written and verbal communication skills
• Ability to be flexible and adapt to changing business needs
• Familiarity with Knowledge Management Systems and creating Knowledge Articles
• Detail oriented organized with demonstrated ability to multitask and shift priorities quickly while maintaining control under limited supervision
• Serviceminded team player with a positive attitude and strong work ethic is essential to success
• Reliable and regular attendance is expected
• Up to 10 travel required

Additional Information :

Due to the nature of our business and the role please note that Intuitive and/or your customer(s) may require that you show current proof of vaccination against certain diseases including COVID19.  Details can vary by role.

Intuitive is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees and prohibit discrimination and harassment of any type without regard to race sex pregnancy sexual orientation gender identity national origin color age religion protected veteran or disability status genetic information or any other status protected under federal state or local applicable laws.

Mandatory Notices

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

We provide marketcompetitive compensation packages inclusive of base pay incentives benefits and equity. It would not be typical for someone to be hired at the top end of range for the role as actual pay will be determined based on several factors including experience skills and qualifications. The target salary ranges are listed.

Remote Work :

No

Employment Type :

Fulltime