Platform Support Specialist

1 month ago

Baltimore, United States InVita Healthcare Technologies Full time
Job DescriptionJob DescriptionJob Title: Platform Support Specialist
Department: Implant Management
Reporting to: Platform Support Manager

Location: Baltimore, MD (In-Office at least 2 days per week)

Work hours: Typical work hours are from 8:30 AM until 5:30 PM EST, Monday through Friday. Additional hours may be necessary as needed. This position is exempt from overtime.

Compensation: $50,000 annually.

About Us:
InVita is at the forefront of developing cutting-edge medical software for regulated industries and is dedicated to advancing public health and safety. Renowned for our expertise and innovation, we provide essential tools for healthcare professionals worldwide. With teams across the US and primary offices in Baltimore and Los Angeles, we are committed to excellence in the fields we serve.

Overview:
As a Platform Support Specialist, you will be a key member of our Platform Support Team. You will deliver top-notch customer service and resolve issues via phone, email, and JIRA Ticketing. Your responsibilities will include managing customer data, generating reports, and maintaining our database.

Who We’re Looking For:
We seek a customer-focused individual with a positive attitude and strong multitasking abilities. The ideal candidate will handle inquiries from hospital administrators, surgical centers, and wound care centers professionally and empathetically. A fast-paced environment requires independence, enthusiasm, and dedication to customer satisfaction.

Key Responsibilities:
  • Deliver exceptional customer support through phone, email, and JIRA Ticketing.
  • Accurately record and manage customer information in our CRM system.
  • Communicate effectively and professionally with clients, addressing their concerns and offering solutions.
  • Collaborate with various departments, including Sales, Customer Success, Engineering, Product Development, Accounts Receivable, HR, and Marketing.
  • Contribute to the development of customer support materials and best practices.
  • Perform additional tasks as needed.
Qualifications:
  • Bachelor’s degree or equivalent.
  • 3+ years of inbound customer service experience in a dynamic environment, demonstrating a commitment to excellent customer support.
  • Strong problem-solving and troubleshooting skills.
  • Proficiency in Microsoft Word, Excel, and general internet research.
  • Excellent written and verbal communication skills.
  • Organized, detail-oriented, self-motivated, and capable of multitasking.
  • Ability to type 45+ words per minute with accuracy.
  • Experience with OR procedures and Joint Commission Standards is a plus.

Physical Demands and Work Environment:
  • Prolonged periods of sitting and working at a computer.
  • Regular communication through talking and hearing.
  • Frequent use of hands and fingers; occasional standing, walking, and reaching.
  • Ability to lift and move up to 15 pounds occasionally.
  • Specific vision abilities, including close, distance, and peripheral vision.

COVID-19 Requirements: InVita is a Covid-19 vaccination mandatory company.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and perform any other job-related duties requested by anyone authorized to give instructions or assignments.

This document does not create an employment contract, implied or otherwise, other than an "at-will" relationship.

InVita provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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