Customer Technical Support Specialist

Descripción y detalle de las actividades

Position Overview

This role supports customers through inbound phone calls,

providing guidance and troubleshooting assistance as the first line of support.

This position will serve as the primary point of contact for

existing Outset customers and internal field teams, including clinical users,

hospital-based users, home users and caregivers, and Outset field-based

personnel. The role is responsible for ensuring that these various groups feel

valued by Outset by understanding the customer’s needs and their environment in

order to provide technical and clinical support for all Outset products. The

position is expected to drive resolution of customer challenges and

appropriately escalat issues that cannot be resolved. Accurate documentation

of all complaints will be recorded in Outset’s CRM. This role must understand

and adhere to established processes while making recommendations to improve

overall team efficiency and deliver a high level of customer support that

drives satisfaction.

This position works closely with Escalation Support, Product

Support, Field Service Engineering, Clinical Field Specialists, and Sales. The

role serves as the primary point of contact for customer issues post-sale and

acts as the initial problem solver for issues customers may encounter. The

position leverages all available tools to resolve customer challenges in real

time, enabling treatments to continue and reducing the need to dispatch Outset

Field Service teams. The role requires the ability to communicate clearly in

customer-friendly language and guide customers through troubleshooting steps as

needed. Prior experience troubleshooting technical products either in person or

via telephone is important, along with strong computer skills.

This position is expected to perform duties during regularly

scheduled shifts and participate in an on-call, weekend, and holiday rotation.

Occasional travel is required for activities such as team meetings, training,

and field ride-alongs.

Experiencia y requisitos

Essential Job Functions and Responsibilities:

• Provides technical and clinical support to customers and field personnel including Sales and Service.
• Maintains documentation and detailed reporting via electronic format in Salesforce (CRM), which includes case creation, detailed description of inquiry or problem, and clear customer resolution.
• Consults with Escalation Support Engineers as required and apply technical knowledge to diagnose problems.
• Maintains open communication with local support teams to ensure problem resolution and customer satisfaction.
• Maintains problem ownership & accountability until issues are resolved or handed off to another department.
• Follows up on problems, identifies recurring issues, process status, and follow through with customer.
• Coordinates and schedules remote software updates.
• Manages updating internal/external customer TabloHub accounts.
• Maintains a knowledge base of the products and services available to the customer.
• Operates within acceptable parameters and call handling expectations.
• Fosters positive customer relations by responding to complaints/inquires in a cooperative, supportive, and professional and efficient manner.

Required Qualifications:

• Associate's degree in medical or technical field (preferred) with 1-2 years of experience or military equivalent. Two or more years of applicable experience may be substituted for the formal education requirement.
• Advanced English proficiency (spoken and written) required, including the ability to conduct technical conversations over the phone and accurately document cases in English.
• Regularly scheduled 8-hour shift, with additional on call, weekend, and holiday rotation.
• Possess solid customer service skills. Ability to ensure effective troubleshooting techniques with end users of various levels of technical expertise
• Demonstrated technical ability to comprehend technical issues and read technical manuals.

Beneficios

• Beneficios de acuerdo a la LFT
• seguro de vida
• bonos anuales
• caja de ahorro
• comedor
• transporte
• seguro de gastos médicos
• plan de indexación

Número de vacantes 2

Área Atención a Clientes/Call Center/Telemarketing

Contrato Permanente

Modalidad Híbrido

Turno Mixto

Jornada Tiempo Completo

Salario mensual neto $1,000 - $3,000 MXN

Estudios Carrera técnica

Disponibilidad p. viajar No