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Tactile Medical · 1 day ago

Product Support Representative

United States

Full-time

Remote

Mid Level

$20.77/hr - $27.26/hr

3+ years exp

Tactile Medical specializes in developing at-home therapy devices for various medical conditions. In this role, you will provide customer service and technical support for patients using Tactile Medical products, ensuring effective communication and resolution of inquiries.

Health CareMedicalMedical Device

Responsibilities

Provide professional, patient support through inbound and outbound calls

Effectively communicate with our patients by active listening, speaking clearly using language our patients can understand

Provide technical support for our medical devices

Troubleshoot issues with our products and provide resolution

Coordinate service (warranty and non-warranty) on all products as needed

Handle all additional garment or replacement garment requests

Field incoming calls from patients and handle product service requests

Triage patient calls to other departments as appropriate

Process Field Experience Reports (FERs) for any complaints or product issues

Review complaints to determine if Regulatory reporting and/or CAPA’s are required

Update and maintain patient files and database records

Qualification

Customer service experienceTechnical supportProblem resolution techniquesHealthcare experienceWordExcel proficiencyEagerness to learnCommunication skillsOrganizational skillsTeam collaborationAdaptability

Required

Bachelor's degree or equivalent experience

3+ years of customer service experience

Previous experience utilizing problem resolution and de-escalation techniques

Strong proficiency in Word, Excel and databases with the ability to navigate multiple systems

Exceptional communication skills both verbal and written with the ability to communicate effectively with all different types of patients

Strong problem solving and listening skills coupled with patience to be able to assist our patients with the questions and issues they may be experiencing

Passionate and eager to learn new skills

Demonstrated strong organizational skills

Thrives in a team environment but is also self sufficient

Curious and inquisitive

Ability to adapt to an ever-changing environment

Commitment to patient satisfaction