Intuitive · 1 week ago
Digital Support Associate
Atlanta, GA
Full-time
Onsite
Entry Level
2+ years expIntuitive is a global leader in robotic-assisted surgery and minimally invasive care, dedicated to transforming healthcare. The Digital Support Associate provides Tier 1 technical support for Intuitive’s Digital Products, ensuring timely resolution of customer issues and maintaining high standards of customer service.
Health CareManufacturingMedical Device
Responsibilities
Provide Tier 1 support for all of Intuitive’s Digital Products
Primary for Digital and Networking call triage, providing timely resolution for our customers, including hospital systems and ambulatory surgery centers
Respond to digital and technical support inquiries and complaints and create/update support tickets according to documented processes and procedures
Accurately log all received issues into our Customer Relationship Management System Effectively resolve up to 95% of Tier 1 issues during first contact
Possess a strong understanding of the support escalation pathway and quickly determine when to escalate incidents to technical teams
Ability to differentiate issues related to user error and networking roadblocks
Maintain open communication with technical teams to ensure problem resolution and customer satisfaction
Maintain ownership & accountability until issues are resolved or handed off to other departments
Consistently follow-up on open cases and follow through with customer on case status and resolution
Have a flexible work schedule, including on call hours, weekend rotation and holiday rotation
Understanding of regulatory and internal requirements as it relates the complaint reporting process
Maintain timely status of training records at all times
Meet or exceed key performance and productivity goals such as quality, service level, knowledge, schedule adherence and other metrics as defined by management
Maintain confidentiality with regard to all customer and company data
Foster and contribute towards a positive and collaborative culture
Qualification
Required
Minimum CompTIA Net + IT Certification, or two years equivalent experience working in IT or technical support
Minimum of two years' experience providing customer phone support
Demonstrated ability to troubleshoot within multiple business systems
Proven cross functional collaboration and escalation management techniques
Basic knowledge of issue ticketing system and ticket/case lifecycle management
Knowledge and understanding of multi-channel contact model including phone, email, chat, and social media platforms
Superior written and verbal communication skills
Ability to be flexible and adapt to changing business needs
Detail oriented, organized, with demonstrated ability to multi-task and shift priorities quickly, while maintaining control under limited supervision
Service-minded team player with a positive attitude and strong work ethic is essential to success
Reliable and regular attendance is expected
Up to 10% travel required
Preferred
Associates Degree in Computer Science or Network Systems Administration
IT or technical support experience for direct-to-consumer technology
Familiarity with Operating Room protocols, anatomic terminology, and knowledge of Endoscopic vision equipment
Salesforce experience
Familiarity with Knowledge Management Systems and creating Knowledge Articles
Company
Intuitive
Intuitive designs and manufactures robotic-assisted surgical systems.
10001+ employees
H1B Sponsorship
Intuitive has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (339)
2024 (238)
2023 (181)
2022 (285)
2021 (145)
2020 (138)
Funding
Current Stage
Public CompanyTotal Funding
$5MKey Investors
St. Cloud Capital
2003-04-30Post Ipo Equity
2000-06-23IPO
1996-01-01Seed· $5M
Leadership Team
Craig Child
Sr. Vice President, Human Resources
Gillian Duncan
Senior Vice President, Professional Education & Program Services - Worldwide
Recent News
2025-12-11
2025-11-14
Company data provided by crunchbase