Product Support Rep IV

Location:

San Antonio, Texas, United States

Requisition #:

22000G7R

Post Date:

2 days ago


**Careers that Change Lives**

We seek out and hire a diverse workforce at every level: We need fresh ideas and inclusive insights to continue to be an innovative industry leader thats why we make it a point to seek out, attract and develop employees who are patient-centric, passionate, and who represent the same wide variety of life experiences as our patients.


**A Day in the Life**

This position is responsible for providing technical and customer service support or by trouble shooting technical issues, and educating patients on our CareLink and/or LINQ products


Responsibilities may include the following and other duties may be assigned.


+ Excellent Verbal and Written Communication Skills

+ Onboarding training

+ Actively contributes to team meetings

+ Provide customer service and technical support to patients and/or customers with an issue or questions about their CareLink and/or LINQ products.

+ Handle calls from multiple queues and flex to meet demand without oversight.

+ Provide assistance to CSR II and III

+ Conduct follow up calls with patients and customers and research issues off line as needed.

+ Accurately and concisely document patient and customer feedback and any troubleshooting completed during each call.

+ Meet or exceed key performance and productivity such as quality, courtesy, expertise, and other metrics as defined by management.

+ Perform other duties as assigned.


**Must Have: Minimum Requirements**


+ High school diploma or equivalent

+ Minimum of 6 years of relevant experience


**Nice to Have**


+ Previous experience supporting Medtronic customer service operations with no attendance warnings

+ Possess strong organizational skills and the ability to successfully handle multiple priorities

+ Hardworking driven individual

+ Strong attention to detail by being exact, precise, and accurate

+ Ability to achieve acceptable outcomes and complete tasks accurately and on schedule

+ Effective time management skills

+ Ability to multi-task in a fast-paced environment.

+ Experience with interpersonal interactions with customers

+ Experience in using a computer and multiple software programs

+ High volume call center experience (40 calls a day on average per rep) in a technical troubleshooting helpdesk role.

+ Ability to use multiple software programs and navigate through multiple screens and programs at the same time.

+ Ability to read and follow flow diagrams and previous experience working with decision trees.

+ Ability to maintain a calm demeanor, listen empathetically, and work to resolve customer issues beyond expectations even during difficult customer interactions

+ Ability to receive and provide feedback in a positive manner, utilizing it to foster strong relationships

+ Experience documenting calls by typing on a keyboard while speaking to a customer on the phone.

+ Experience with customer resolution according to department protocols and requirements.

+ Compliance to instructions and protocols when dealing with unfamiliar or unusual customer issues.

+ Strong written and verbal communication skills.

+ Experience using Siebel and/or Service Now to identify patient records, document calls, and research patient history.

+ Work experience in the medical device or medical industry.

+ Knowledge of HIPAA and other FDA regulations


**About Medtronic**


Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology, therapies and services can do to help alleviate pain, restore health and extend life. We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.


We want to accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. Lets work together to address universal healthcare needs and improve patients lives. Help us shape the future.


Physical Job Requirements


The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For Office Roles: While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers. Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role. (ADA-United States of America)
EOE including Disability/Protected Veterans. Flowserve will also not discriminate against an applicant or employee for inquiring about, discussing or disclosing their pay or, in certain circumstances, the pay of their co-workers. Pay Transparency Nondiscrimination Provision
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