Client Solution Specialist

1 month ago


Salt Lake City, United States Astrix Technology Full time

Client Solution Specialist

IT

Salt Lake City, UT, US

Pay Rate Low: 20.84 | Pay Rate High: 20.84

+ Added - 18/10/2024

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**Position Summary:**

The Client Solution Specialist is the first point of contact for our client product support to external and internal customers. They play a critical role in the overall customer experience and satisfaction as most of their day is spent talking with customers and providing repair support for our clients medical devices and safety software. They also manage customer repair requests.

_Salt Lake City, UT | Mon Fri | 7am - 4:30pm_

**Essential Duties & Responsibilities** :

+ Manage all incoming contacts (phone, email, chat, etc.) by service and support guidelines detailed in process flows, Standard Operating Procedures, Customer Service Level Agreements, and departmental Operating Level Agreements. Document interactions in appropriate systems.

+ Create and manage multiple types of customer service requests, including warranty and non-warranty repairs, preventive maintenance requests, etc. with the highest level of support professionalism.

+ Meet or exceed key performance metrics of customer satisfaction, 1st call resolution, knowledge base utilization and Field Sales Satisfaction.

+ Utilize knowledge base to resolve customer inquiries and achieve department metrics. Develop new solutions to frequently occurring problems.

+ Manage Service Requests (RMAs) for customer-returning medical devices, including acquiring Purchase Orders for billable services.

**Qualifications** :

+ Experience of working in a Customer Call Center environment (1-2 years)

+ Experience with using Oracle EBS (1-2 years)

+ Experience in troubleshooting biomedical or electro-mechanical devices (1 year)

+ A high degree of initiative and extremely strong communication skills

+ Fluent in English/French for both verbal and written communication

+ Associate of Science in Biomedical Technology or similar preferred

INDBH

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.



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