Technical Support Specialist

Technical Support Specialist

Provide remote support (phone and screen sharing sessions) for Oncology and Surgery Business products – including clinical workflows that involve both Software and Hardware

Delivery of professional service on the customer hotline according to the SOP Hotline

Able to apply job skills successfully under stressful conditions while supporting multiple customers using products in a clinical environment

Optimize service quality and maximize customer satisfaction

Document in Salesforce all remote support actions (phone call, email, Brainlab Connected Care session) with relevant customer communication and deliverables.

Independently perform routine troubleshooting by providing remote guidance and assistance to clinical users during treatment

Keep customers up-to-date regarding their cases and complaints

Field customer questions/requests and conduct investigations to resolve issues consistent with established policies and procedures

Maintain control of large-scale issues with proper reporting and updates

Read, analyze, interpret and digest product information for new Brainlab product releases

Meet personal/team qualitative and quantitative targets

Salary range 55-75k

Qualifications

B.S. in Biomedical Engineering, Computer Engineering or equivalent life sciences (i.e. Biology, Neuroscience) or STEM field. Two year Associate's degree with relevant clinical / technical support experience may also be considered

High comfort level with software and technology in general

Previous experience in any type of customer service role is preferred

The ideal candidate accepts ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior.

Excellent written and verbal communication skills in English. Additional fluency in Spanish and/or Portuguese will be a plus

Strong phone and verbal communication skills along with active listening

Detail oriented individual with strong problem solving skills

Must be a self-starter, working without close supervision and be able to complete tasks on time according to established policies and procedures

Strong sense of professionalism, with the confidence and adaptability to different personality types, including senior management

Ability to multi-task, set priorities and manage time effectively

Works well in a team environment and individually

Ability to travel 20% for training during the first six months. Travel for 10% thereafter

Additional Information

In return for the experiences listed above we will provide a business casual environment, competitive compensation package including medical, dental, life, LTD, STD, and matching 401k benefits and much more.

Brainlab, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. Brainlab participates in E-Verify. Click here for more information. Click here to also review the EEO Law Poster.

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