Phone Support Specialist
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Job Description
Technical Phone Support Specialist providing customer support and technical assistance in a call center environment for the healthcare industry. Engaging with medical device technology while not directly interacting with patients.
Responsibilities:
- Answer calls, assist customers with inquiries, and gather necessary information.
- Transfer calls to the appropriate department when necessary.
- Provide technical support, handle complaints, and adhere to training protocols.
- Utilize a computer to enter information into the CRM tool.
- Log in on time and efficiently manage all assigned calls.
- Deliver consistent, high-quality customer support while maintaining professionalism.
- Collaborate with the Team Manager to meet deliverables.
- Follow established support processes (e.g., problem resolution, escalation) to ensure SOP compliance and positive customer experiences.
- Document and update client records based on interactions.
- Maintain availability to work 40 hours a week.
- Ensure compliance with company policies and procedures in a highly regulated industry, with thorough and accurate documentation.
Requirements:
- High school diploma required.
- 1+ years of experience troubleshooting devices (preferred).
- Strong proficiency in problem-solving.
- 1+ years of customer service experience.
- Ability to build rapport with clients.
- Capacity to prioritize and multitask in a fast-paced environment.
- Positive and professional demeanor.
- Able to work on a computer for up to 8 hours daily, performing repetitive motions for data entry.
- Excellent written and verbal communication skills with demonstrated critical thinking abilities.
- Reliable internet connection and a quiet workspace.
Benefits:
- Develop strong leadership skills while interacting with peers in the healthcare industry without direct patient care responsibilities.
- Be at the forefront of cutting-edge medical device technology.
- Gain professional growth and experience within the medical device industry.
- Access continuing education via the IQVIA Learning Center.
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