Provide front-line support to customers via phone, fax, or email for assigned product lines, including Cardiac Safety, Respiratory, and ePRO. Troubleshoot transmission or equipment usage problems and handle re-supply and report requests in a timely manner.
Essential Duties and Responsibilities:
- Obtain demographic and visit information for incoming calls and resolve issues within 24 hours.
- Enter data and maintain accurate client, site, and patient information in the database.
- Assist clients with equipment problems, hook-up, or transmission issues, and escalate unachievable issues.
- Report specific clinical irregularities to supervisors.
- Monitor fax failures and ensure prompt delivery of information to sites.
- Assist in resolving queries and report requests for related products.
- Report system malfunctions to supervisors.
- Maintain production metrics as defined by Customer Care Management.
- Receive and resolve client communications and requests for technical information.
- Provide recommendations for service set-up, usage, and troubleshooting.
Other Duties and Responsibilities:
- Perform other job duties as trained and assigned.
- Assume other job responsibilities as directed by supervisors.
Qualifications and Skills:
- College or high school degree with 6 months call center/help desk experience preferred.
- Strong technical aptitude required.
- Demonstrate superior Customer Service skills and prior help desk experience preferred.
- Multilingual skills preferred, with Japanese and English mandatory.
- Working knowledge of MS Office tools.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to protected characteristics.
The Department Head has discretion to hire personnel with a combination of experience and education, which may vary from the above listed qualifications.
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