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Technical Customer Service Specialist

2 months ago

Brooklyn Park, United States CVRx Full time
Job DescriptionJob Description

Why work for CVRx?

CVRx pioneers' unique therapies that harness and harmonize the body’s natural systems, benefiting society and making CVRx a universal role model in healthcare. We value our commitments to others and continue to overcome challenges through determination, collaboration and purpose. If our culture and values speak to you, and if you have a passion for cutting-edge medical technologies, join our team and our mission to help others live better lives.

A day in the life:

The Technical Customer Service Specialist will provide invaluable consultation to physicians, healthcare professionals, field sales staff, patients, and fellow CVRx team members. As a master of product knowledge, they guide users through the system's technical aspects, ensuring every interaction aligns with the product's official labeling. Acting as the frontline support, they adeptly handle technical inquiries, knowing precisely when to escalate complex issues to the appropriate resources. Collaborating closely with company experts, this specialist will craft and refine a comprehensive FAQ call script, empowering the team with easy access to accurate, useful information, and enhancing overall support capabilities.

Key duties and responsibilities:

  • Develop a comprehensive understanding of the CVRx product and labeling.
  • Leverage company experts to address questions from customers, patients, and field sales staff that require labeling interpretation.
  • Provide support to CVRx field sales staff and customers via phone, text, and email regarding device programming, implant procedure, as documented in the system labeling.
  • Create, curate, and maintain well-organized and user-friendly documentation, focusing on FAQs and solutions.
  • Ensure all FAQ content is accurate, up-to-date, and consistent with approved labeling.
  • Monitor the effectiveness of the FAQ resources and make adjustments based on user feedback and analytics.
  • Utilize Salesforce to accurately and efficiently collect, monitor, and track service requests in a timely manner.
  • Identify proper performance metrics to monitor and demonstrate the effectiveness of the service processes.
  • Analyze requests to identify trends and systemic issues and work with company experts to identify ways to reduce the occurrence of questions/issues.
  • Develop processes, procedures, and scripts to effectively empower new customer/technical service members to consistently manage workflow and calls.
  • Interact directly with CVRx staff and diverse professionals, including vendors, consultants, and contractors.
  • Generate professional internal and external correspondence collected and compiled from a team of experts.
  • Complete the printing, labeling and mailing of Patient ID cards.
  • Complete additional projects/tasks as assigned.

Requirements

What we expect from you:

  • Bachelor’s degree in Technical Communication, Life Science, or other relevant field and 5 plus years experience in Customer or Technical Service.
  • Strong listening skills and a passion to understand and document the problem as experienced by the caller/customer.
  • Experience developing processes that support consistent resolution of inquiries.
  • Experience in troubleshooting complex techincal issues and an ability to discern when the situation requires other team member input and expertise.
  • Patience, compassion, and empathy.
  • A passion for customer satisfaction.
  • Superb interpersonal skills.
  • Ability to compile the input of others into a coherent response.
  • Ability to work cross-functionally and support a diverse group of users (physicians, health care professionals, field sales staff, patients, and other CVRx staff).
  • Action and detail-oriented with an ability to prioritize, while handling multiple tasks.
  • Demonstrated interpersonal, project/time management, and oral/written communication skills.

What we would like to see:

  • Medical device support experience strongly preferred.
  • Clinical or field experience with medical device surgical implant procedures.
  • Experience with medical device complaint reporting or familiarity with reportability decision making.
  • Understanding of HIPAA and how to handle Protected Health Information (PHI).

Working Conditions:

  • Call center environment: this role requires extended periods of time doing computer-based and telephone work in an office environment.
  • Position will require the ability to be onsite regularly to perform job duties that require onsite equipment/space.
  • Position can be partially remote but must have quiet work environment; can also be fully office-based.
  • Normal office conditions.
  • May be required to be fully vaccinated against the COVID-19 virus and other diseases.

Benefits

What we offer:

We offer a culture of teamwork, collaboration, and positivity, where challenging the status quo is welcomed, continuous learning is valued, and each of us has the opportunity to make a significant impact in an exciting purpose-driven startup environment, while also having fun. We also offer a competitive benefits package, details listed below:

  • Company Paid Health & Dental Insurance options.
  • Company contributions to an HSA if enrolled in a high deductible plan.
  • 401(k) with company match.
  • Employee stock purchase plan & stock option grants.
  • 12 company paid holidays per year + PTO.
  • Paid time off for new parents.
  • Company paid life insurance & disability.
  • Unlimited growth opportunities.
  • Training & learning opportunities.
  • Flexible Schedules.
  • Rewards & Recognition Programs.
  • Employee Referral Program.
  • Companywide events.
  • Additional employee perks & discounts.

This role is perfect for a highly skilled professional who thrives in a fast-paced, innovative environment and is passionate about making a significant impact in the field of cardiovascular health. Join us at CVRx and be at the forefront of transforming patient care through cutting-edge technology.

This requisition will be open until filled.