Product Technical Support Specialist

4 weeks ago

Philippines MicroSourcing Full time
  • Complaint escalation and production floor support:
    • Complaint escalation: When Customer Service (CS) Representatives or Clinic Operations (CO) Representatives (see corresponding job profiles) need to escalate complaint related cases because they are unsure how to handle them, the Technical Support Specialist (along with the Cue onshore team) is one of the people they should escalate to. If the Technical Support Specialist takes over a case, they are responsible for completing all of the expected Customer Service tasks for that type of complaint, or giving the originating representative sufficient specific instructions to do so themselves (preferred).
    • Production floor support: The Technical Support Specialist will handle on demand questions from the production floor to assist CS and CO Representatives with complaint related questions while they are still engaged with customers (via phone or chat for example).
  • Case handling ( 25% of time):
    • Case handling: The technical support Specialist is expected to directly handle cases as a CS Representative as needed (see corresponding job profile except for proctoring) to build their experience with Cue.
    • The Technical Support Specialist's expected case load will be focused on handling complaint escalations and provide production floor support.
  • Complaint handling review and feedback:
    • The offshore Technical Support Specialist will work with the onshore team to conduct case handling reviews and complaint classification reviews for CS & CO Representatives.
    • The offshore Technical Support Specialist will conduct feedback sessions directly with CS and CO Representatives to help them improve their case handling and complaint classification accuracy.
  • Change management and training:
    • The Technical Support Specialist is expected to stay current on knowledge base changes and emergent instructions related to complaint handling by participating in routine onshore meetings and leadership discussion to learn about these changes. The Technical Support Specialist should apply this knowledge as they support the CS and CO Representatives on the production floor and through their feedback.
    • The Technical Support Specialist is expected to contribute to the improvement of our overall knowledge base by providing input based on what they are seeing the CS and CO Representatives struggling with.
    • From time to time, the Technical Support Specialist may assist with formal agent training during onboarding or periodic continuous training.
  • Support all interaction modes: phone (including escalated calls), chat, and email.
  • Document all customer communications and follow-ups including concise summary descriptions, incident classifications, product information, etc. in the CRM.
  • Demonstrate dedication to high quality customer service.
  • Exercise independent judgment to manage customer inquiries and complaints of diverse scope and complexity.
  • Additional duties as assigned.

QUALIFICATIONS:
  • 2-3 years customer facing experience with Technical Support complaint handling for medical devices.
  • Scientific / medical device / diagnostics / biotech / pharmaceutical, FDA knowledge.
  • Degree or certification in biology, molecular biology, computer science or equivalent.
  • Experience with Customer Relationship Management (CRM) system, Salesforce preferred.
  • Basic computer skills (such as CRM, jira system, telephony systems, slack and zoom are preferable).
  • Ability to communicate clearly and professionally in English, in verbal and written format.
  • Ability to work independently and as part of a team.
  • Prioritize customer satisfaction by actively listening to their needs, resolving issues promptly, and providing clear, concise information and exhibit critical thinking.
  • Ability to use a smart device (Phone: iOS and Android) and understand how to troubleshoot.

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