Customer Service-Technical Support in Meridian, ID at Volt

Date Posted: 8/17/2019

Job Snapshot

  • Employee Type:
    Contingent
  • Location:
    Meridian, ID
  • Job Type:
  • Duration:
    24 weeks
  • Date Posted:
    8/17/2019
  • Job ID:
    187797
  • Pay Rate
    $0.0 - $15.0/Hour
  • Contact Name
    Volt Branch
  • Phone
    208-375-9930

Job Description

Customer Technical Support Specialist         

GENERAL SUMMARY:

Responsible for capturing customer technical inquiries via phone calls and emails from prospective and current customers (patients and their support persons and healthcare professionals).  Responsible for determining the level of complexity of each contact with the goal of achieving the highest initial resolution.  Documents every call into a Client Relationship Management (CRM) system.  Converses with customers in an empathetic and supportive manner to promote the most precise information relating to the issue.  Handles all calls in compliance with all the appropriate regulatory requirements outlined by departmental SOPs.

PRIMARY DUTIES & RESPONSIBILITIES:

  • Responds to inbound calls and emails arriving randomly to the technical support line or inbox.
  • Using approved communication guidelines, responds to customer concerns or inquiries.
  • Demonstrates good judgment in selecting methods and techniques for obtaining solutions in responding to customer requests.
  • Performs timely and satisfactory resolution of calls and on-line contacts.
  • Uses training materials and process flow charts to record accurate and thorough documentation of customer contact calls and emails within the CRM system.
  • Identifies potential health and safety issues with products and follows appropriate internal notification procedures.
  • Meets or exceeds Customer Technical Support metrics.
  • Acts as a customer advocate to represent customer needs internally.
  • Confirms completion of required training plan before assuming job responsibilities.
  • Ensures work is performed in compliance with company policies including Privacy/HIPAA and other regulatory, legal, and safety requirements.
  • Performs other duties and schedules as assigned.

REQUIRED QUALIFICATIONS:

  1. Knowledge, skills & abilities:

  • Ability to read and follow flow diagrams and work with decision trees.
  • Knowledge of HIPAA desired.
  • Clear communication skills to impart product information over the telephone to patients/health care support.
  • Skilled at presenting information in a clear, concise manner to all levels within the department.
  • Skilled at contributing on a consistent basis to team initiatives in a thorough and timely manner.
  • Able to react to changing situations in a timely, calm, and confident manner.
  • Working knowledge of Microsoft Office applications including Word, Excel and Outlook preferred.
  • Ability to type at least 55wpm with a high rate of accuracy.
  • Bilingual-English/Spanish desired.
  • Flexibility to work weekends, holidays and beyond regularly scheduled workday as needed.

  1. Minimum certifications/educational level:
  • Bachelor’s degree in biology or health related field or equivalent combination of education and applicable job experience.

  1. Minimum experience:
  • 1 year previous experience in a Customer/Patient Support or Technical Service role preferred but not required.
  • Experienced with use of electronic documentation systems preferred.
  • 24/7 technical/customer support center experience desirable.

JOB SCOPE:

  • Exercises judgment within defined policies and procedures to determine appropriate actions and resolve a variety of issues. 
  • Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors.
  • Normally receives general instructions on routine work, detailed instructions on new projects or assignments.

PHYSICAL REQUIREMENTS:

While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, see, talk or hear in a standard office environment.  Need to sit at a computer terminal, simultaneously talking on the phone and entering data, for lengthy periods of time.  Employee may occasionally lift and/or move up to 45 pounds.  May require shift work.