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Technical Support Specialist for Customer Care
2 months ago
Catalyst Career Group is dedicated to providing exceptional support for individuals utilizing advanced medical devices. Our commitment to innovation and customer-centric solutions drives us to deliver top-notch products and services for those managing diabetes.
The Technical Support Specialist for Customer Care plays a crucial role in addressing and documenting technical inquiries from customers through various communication channels, including phone, chat, and email. This position focuses on understanding customer needs to ensure effective resolutions while maintaining accurate records in our Client Relationship Management (CRM) system.
Key Responsibilities:
- Provide timely and effective responses to customer inquiries regarding all product models.
- Assist customers with troubleshooting issues related to the insulin pump, its software, mobile applications, and integration with continuous glucose monitoring devices.
- Utilize sound judgment to select appropriate methods for resolving customer requests.
- Maintain composure in high-pressure situations, demonstrating the ability to de-escalate concerns.
- Employ training materials and process documentation to ensure thorough and accurate logging of customer interactions.
- Consistently meet or exceed performance metrics related to quality, accuracy, and adherence to schedules.
Qualifications:
- High School diploma is required.
- An Associate's or Bachelor's degree in a relevant field is preferred for advancement opportunities.
- Bilingual proficiency in English/Spanish or English/French is desirable.
- Previous experience in customer service is advantageous but not mandatory.
- Familiarity with electronic documentation systems is preferred.
- Experience in a HIPAA-compliant environment is highly valued.
- Knowledge of technical subjects such as driver installation, USB communication, and internet security is beneficial.
