Customer Support Representative

1 month ago

Naperville, United States Endotronix, Inc Full time
Job DescriptionJob Description

WHO ARE WE?


Endotronix is a medical device company that aims to transform the treatment of heart failure, a chronic, progressive condition in which the heart is unable to pump enough blood to support the body. Our Cordella Heart Failure System (CHFS) includes proactive management tools for best practice care and detection of worsening heart failure. These easy-to-use tools improve patient quality of life and help to reduce hospital admissions thereby reducing health care costs.

WHAT YOU’LL DO


Endotronix is a mature startup company focused on redefining heart failure management through home monitoring. We are looking for a patient, warm & conscientious person to join our growing team. Our focus is on customer satisfaction and connection so any customer interaction will take as long as needed to make sure the customer is happy. This is an onsite position based in Naperville,Illinois.

Responsibilities:

  • Act as a first line in supporting customers, including patients and healthcare professionals by providing product support and remote training as needed.
  • Receive, document, evaluate, and resolve incoming communications related to Endotronix products.
  • Maintain records following Quality Management System (QMS) requirements including following Good Documentation Practices (GDP).
  • Manage orders process for clinic and patient needs.
  • Support the return material process by initiating returns.
  • Assist in complaint investigation process for commercially released products as required by Post- Market Quality Assurance, including functional product testing or customer centric follow ups.
  • Perform and assist in the coordination of field service activities as part of remote device management.
  • Collaborate cross-functionally and provide support for field based Clinical and Sales/Marketing teams.
  • Other jobs as needed in the Operations Department, including supporting inventory management and material control as needed.

WHAT YOU BRING TO THE TABLE

  • 1+ years’ work experience that includes supporting customers is preferred.
  • Experience with electronic software systems
  • Methodical problem-solving skills
  • Professionalism while dealing with patients and medical/healthcare staff
  • Able to work independently with minimal oversight
  • Strong written and verbal communication skills
  • Able to work in a dynamic and quickly changing environment
  • Comfortable taking on additional responsibilities as needed
  • Comfortable working in a cross-functional manner, strong team player
  • Experience in a HIPAA environment helpful
  • Thrive by learning new skills and growing professionally
  • Conversational or fluent Spanish helpful but not required

EDUCATION

  • Bachelor's degree in a science field preferred: associate degree required. New graduates are encouraged to apply.

WHO YOU ARE

  • Relentlessly focused on data and hypothesis driven decision making to create the best experiences for ETX patients and customers
  • Someone with a bias for action and quick iteration as opposed to perfection
  • A quick learner, who is able to work independently, multitask, and drive your own projects
  • An effective communicator and collaborator who can synthesize insights from multiple stakeholders across business functions to deliver purpose-built insights, models and tools that provide easily interpretable and actionable results
  • A team player who can inspire teams to deliver together, embodying the idea that the whole is greater than the sum of the parts
  • Passionate about digital healthcare and leveraging Data to deliver innovative solutions at scale

WHAT WE’RE LIKE

  • Willing to have the “direct and honest conversation”. Not afraid to confront the facts (or be confronted) and develop a plan to move forward.
  • Competitive spirit and drive to win. Strong sense of initiative, internal motivation, and an unrelenting focus on results.
  • Openness to feedback and coaching with a strong orientation towards continual learning and improvement. Ability to solicit, accept and provide direct feedback without defensiveness.
  • Capacity to function in a highly complex company with ease and fluidity, while driving and influencing results.
  • Entrepreneurial, flexible, yet results focused.
  • High degree of intellectual curiosity, honesty, and capability.
  • Low ego and humble in spirit in spite of your track record of outstanding performance.

LIFE AT ENDOTRONIX

  • Our shared company values create a foundation of trust and collaboration. United in a common purpose, we excel at the task at hand to provide best-in-class medical technology and customer service to our patients and clinicians. And along the way we make sure to have a little fun, continue to grow and celebrate our successes.
  • We provide a competitive compensation package, comprehensive benefits including unlimited PTO, and an environment that will help you to thrive and succeed in your career.
  • Endotronix is an equal opportunity employer, and we are committed to providing equal employment opportunities to all persons without regard to race, creed, color, religion, national origin, gender, marital status, citizenship status, age, veteran status, or disability. We are passionately committed to building a diverse organization where all perspectives and cultures are celebrated.

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