Ticketing Support Specialist. - Remote Eligible

Medtronic Support Specialist

At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You'll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.

A Day in the Life

As a member of the Global Commercial Operations organization, this position plays a vital role within our global support team. The individual will deliver effective issue resolution and provide ongoing support, while also contributing to our international community of Med Academy Administrators by offering insights and analysis on ticket trend data and identifying opportunities for continuous improvement across the community.

Medtronic Academy is Medtronic's premier digital education content and learning management system, serving hundreds of thousands of Medtronic customers and employees worldwide. Our team of learning professionals is seeking a Support Specialist to provide daily operational support for site tickets and query queues. This role involves collaborating globally with similar positions to maintain best-in-class support and service, facilitating the efforts of our Medical Education team. This role is a remote position, and candidates will need to be in Colombia to be considered.

Responsibilities

Responsibilities may include the following and other duties may be assigned:

• Oversee the help desk inbox, providing technical assistance and support for incoming queries and issues related to our Totara LMS and customer Content Management System.
• Support both internal and external customers in accessing and utilizing core functionalities of delivery platforms and tools.
• Serve a diverse global client base including Medtronic Health Care practitioners, field employees, distributors, marketing partners, associate site administrators, new course authors, and customer-related inquiries transferred from the Medtronic Academy help desk.
• Triage and escalate tickets to subject matter experts, including collaborating with the hosting vendor for issues beyond the knowledge or capacity of Medtronic personnel.
• Manage user access requests and adjudicate ad-hoc completions.
• Assist with the orientation, training, and ongoing support for new global associate site administrators and course authors.
• Collaborate with Global support team and communicate, contributing to the Med. Academy community to streamline and optimize the ticket and queue management experience.
• Report on queue experience and performance, reviewing and analyzing areas for improvement.
• Extract and distribute reports to track education activity registrations, attendance, and course completions.
• Assist the site administrator team in refining standard and ad hoc reports.

As a part of the Global Commercial Operations organization, this role is an essential part of our Global support team and will provide issue resolution and support as well as contribute to our global community of Med. Academy Admins, providing insights and analysis on ticket trend data as well as opportunities to continuously improve our community. Support and resolution for the Center of Excellence (COE) and Academy ticketing support.

Required Knowledge and Experience

Required knowledge and experience:

• Consultancy skills in areas such as event management or online education/training are considered advantageous.
• Bachelor's degree and/or 8+ years of related experience in lieu of a degree.
• Highly proficient in English.
• Minimum of four years of experience supporting the Totara Learning Management System.
• Multilingual proficiency, with fluent Spanish, Portuguese, English, and nice to have French.
• Experience providing support for content management systems.
• Demonstrated customer service expertise with an emphasis on quality, satisfaction, and timeliness.
• Background in direct service to medical professionals.
• Previous experience within the medical device industry.
• Familiarity with Medtronic, including its organizational structure and product offerings.
• Knowledge of specialized software applications utilized within this team, including: Zoola advanced analytics, Jotform webforms, ServiceNow ticketing system, and JIRA.

Physical job requirements: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position.

Benefits & Compensation

Medtronic offers a competitive salary and flexible benefits package. A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage. This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).

About Medtronic

We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions. Our mission — to alleviate pain, restore health, and extend life — unites a global team of 95,000+ passionate people. We are engineers at heart—putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.