Product Support Representative – Tactile Medical – Minneapolis, MN

Overview:

In this role, you will be helping customers problem solve and trouble shoot any issues that may arise from their Tactile Medical products. Not only will you be the hero of the day, you’ll have the opportunity to hear first-hand how you positively impacted their experience. You will also establish friendly rapport with customers quickly by asking questions to understand their needs. By caring for the customer with a strong attention to detail, you’ll present organized and efficient options for them to receive remarkable healing care.

Responsibilities:

• Effectively communicate with our patients by listening, speaking clearly, and using everyday language our patients can understand. In all honesty, sometimes our patients may be upset, so keeping a calm demeanor when they are frustrated or too chatty will get you further faster
• Troubleshoot issues with our products
• 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

Qualifications:

Education/Experience

Required:

• Bachelor’s degree or equivalent experience
• 3-5 years of direct customer service experience within the healthcare, medical device, and/or patient services arena
• Previous experience utilizing problem resolution and de-escalation techniques

Preferred:

Knowledge/Skills

• Strong proficiency in Word, Excel and databases
• 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

Competencies:

• Compassion
• Change Agent
• Patience
• Composure
• Conflict Management
• Patient focus
• Interpersonal Savvy
• Listening
• Technical knowledge
• Problem solving