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Technical Support Specialist
2 months ago
We are seeking a highly skilled Technical Support Specialist to join our team at Hill-Rom Holdings, Inc. in Houston, TX. As a Technical Support Specialist, you will be responsible for providing exceptional customer service and technical support to our customers.
Core Job Functions & Responsibilities:- Respond to customer inquiries and provide support on electronic services in accordance with current standards.
- Promote positive customer relations by consistently providing premier customer satisfaction with a friendly demeanor, can-do attitude, and willingness to help always.
- Engender trust and confidence by taking ownership of support issues, providing friendly and accurate resolutions, and diligently searching for solutions when the answer is unknown.
- Complete ticket requests, tasks, and projects in a timely manner.
- May be required to assist with computer setups and rebuilds, including operating system installation and repair.
- Train users on IT-supported systems and software.
- Coordinate user and support issues among other IT areas and groups.
- Acquire skills and knowledge related to using and supporting proprietary systems.
- May occasionally travel to other sites.
- Secondary interface with patients, healthcare professionals, and Account Executives.
- Expert in Bardy Diagnostics system portal.
- Responsible for assisting with re-educating practices and customers via phone when regarding system, process, or procedure changes.
- Document all calls or correspondences.
- Handle emails/voicemails as assigned.
- Demonstrate empathy and decrease customer tension.
- Promote the value of Bardy Diagnostics cardiac monitoring to decrease cancellations or early discharges.
- Must communicate in a professional, empathetic, and diplomatic manner with good voice quality, dictation, and articulation.
- Exhibit a high sense of urgency.
- Identify, document, and escalate potential patient or customer complaints per standard operating procedures.
- Works to achieve the daily Customer Experience Teams quality and productivity goals.
- High School diploma or equivalent.
- Bachelor's Degree and/or equivalent work experience in healthcare.
- 1-2 years of experience in a call center or customer service position preferred.
- Inside sales and account management experience preferred.
- Experience with cardiac devices preferred.
- Knowledge of medical terminology preferred.
- Excellent multitasking and organization skills.
- Excellent verbal and written communication skills.
- Computer skills including proficiency in MS Office.
- Knowledge of multi-line telephone system.
- Excellent customer service skills when interacting with all internal and external clients.
- Patience, professionalism, excellent phone etiquette.
- Bilingual is a plus.
The successful candidate for this job may be required to verify that he or she has been vaccinated against COVID-19, subject to reasonable accommodations for individuals with medical conditions or religious beliefs that prevent vaccination, and in accordance with applicable law.
Baxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.
