Senior Technical Support Specialist – Healthcare

Technical Support Specialist II

We are looking for a motivated Technical Support Specialist II to support our partner in the Medical Field. This partner is passionate about helping people! Their mission is to democratize healthcare by making medical imaging accessible to everyone worldwide. To support this team, we are searching for candidates with strong technical/customer support skills, excellent communication skills, attention to detail, a passion for healthcare, and the ability to provide customers personalized support through phone, email, and chat. In this role, you should enjoy thriving in dynamic and flexible environments, taking ownership of our partners' brands, products, and opportunities, and using their creative problem-solving abilities to go above and beyond expectations.

What You'll Do:

• Be responsible for the accurate documentation of investigation details:
• Including aware dates, failure/complaint codes, support actions, escalations, root causes, failure mechanisms, product codes, etc.
• Responsible for completing investigations by the due date and performing a peer review of investigations ready for closure.
• Responsible for the ongoing review of new information that pertains to the investigation
• Provide excellent, friendly, and positive customer service via email, chat, and/or phone
• Help customers solve problems with strong troubleshooting, reading comprehension, and problem-solving skills
• Analyze recurring customer issues and create insight reports to help our Partners make their businesses better
• Answer pre-sales questions and qualify leads for sales
• Help the customer with their payment process
• Able to work independently and collaboratively

What We Expect From You:

• Excellent English skills, both verbal and written
• 3+ years of hands-on technical support experience required.
• Excellent problem-solving and communication skills
• Organized, accountable, and responsible
• Excellent time management skills; Punctuality and adherence to schedule required
• Possess critical thinking, empathy, active listening, initiative, adaptability, and problem-solving skills
• Ability to work in a fast-paced environment
• Savvy with web, computer, and smartphones
• Passion for creating an exceptional customer experience
• Eager and curious to learn

What You'll Get In Return:

• Work type - Hybrid model
• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture Is At Our Core

Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging, and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.