Call Center Tech Support

Technical Support Representative

The Technical Support Representative is responsible for the call intake portion for Customer feedback and Returned Material Approval (RMA) process. Call intake includes detailed documentation of all aspects of the customer interaction and solution. Additional duties include follow-up for repair & replacement requests, confirmation of repair fees and logistics activities. Customers supported include internal and external customers (biomedical and other hospital personnel).

Duties & Responsibilities:

Promptly document all customer complaints, service requests & other customer feedback per the Quality System.

Enter all feedback and requests into reporting systems (Salesforce.com).

Create and Issue RMAs to customers and create Orders in ERP system for replacement product.

Follow-up on repair/replacement orders and customer shipments of reported material.

Perform all other duties as assigned or required.

Minimum & Preferred Qualifications and Experience:

Minimum Qualifications:

Minimum 1 year related experience in a call center/customer support.

Must be a self-starter, a "hands-on" individual who enjoys challenges and is dedicated to getting the job done with minimal support and direction.

Must be comfortable using a PC and be able to effectively use various MS Office applications.

Must be able to effectively communicate (reading, writing & speaking) in English.

Preferred Qualifications:

Experience with general use of Customer Relationship Management applications (e.g. Salesforce.com)

Experience with general use of ERP & Ordering systems.

Education: Administrative degree or technical experience preferred.