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TRC Talent Solutions is looking for a Technical Customer Care for one of our clients in Atlanta, GA
Available Shift(s)
- Hybrid: 9am-6pm Monday-Friday (3 on/ 2 off)
- Remote: 9am-6pm Wednesday-Sunday
- In office: 6am-2pm Monday-Friday
Pay: $20.00-$22.00 Based on experience
Duties and responsibilities:
- Analyze problems, diagnose probable causes, and utilize troubleshooting techniques to resolve basic to complex product issues.
- Have an in-depth understanding of products and technical troubleshooting requirements to effectively guide or educate patients and/or customers in proper product maintenance and use.
- Ensure adherence to regulatory guidelines in product support activities.
- Assist in time sensitive situations, offering critical guidance or instructions to ensure quick and efficient protection of patients.
- Document and maintain comprehensive records of customer interactions for future reference and continuous improvement.
- Identify, record, and document alleged deficiencies related to the product, labeling, packaging, quality, durability, reliability, safety, effectiveness, or performance of CMS products in accordance with company policy and applicable regulations.
- Utilize strong interpersonal communication and excellent customer service skills while engaging with patients, Field Sales, medical personnel, and cross functional colleagues to provide timely product education and issue resolution.
- Provide 24/7 back-up on all patient and clinician support in substitution for cross-functional departments.
- Identify patterns in customer issues to suggest product improvements or updates that can enhance user experience and minimize future problems.
- Stay current with product updates, technical specifications, and troubleshooting requirements.
- Participate in cross-functional team meetings to share insights and discuss challenges that will contribute to product and service improvement.
- Must work independently, manage time effectively, and prioritize tasks in a dynamic, fast-paced patient contact/call center environment.
- Works closely with Customer Support and Field Personnel to dispatch ZOLL representatives to patient locations as required to resolve patient issues and ensure patient safety.
- Performs other duties and tasks as assigned.
- Associates/bachelor’s degree in related field preferred or related experience.
- Proven experience in product support or related customer facing role, ideally within the medical, safety, or life-saving products industry is a plus.
- Strong communication skills, both oral and written, including the ability to translate and communicate technical and analytical issues to all types of end users.
- Exceptional customer service skills and empathy for direct patient contact.
- Technical aptitude or experience troubleshooting basic to complex product related technical systems.
- Computer literacy with Microsoft Office experience.
- Experience with CRM systems, knowledge base and support tools a plus.
- Ability to adapt to and learn new technologies and products quickly.
- Medical or clinical experience a plus
If you are interested in this job opportunity and meet the criteria above, please apply and send your resume to emily.salazar@TRCtalent.com with the subject line: "Technical Customer Care" for immediate consideration!
Why Join TRC Talent Solutions? Join our inclusive work environment focused on growth and innovation. Access ongoing training, competitive compensation, and comprehensive benefits. Contribute to our cutting-edge technology and industry revolution.
TRC Talent Solutions is proud to be an Equal Opportunity Employer (EOE). All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
