Product Support Representative

Overview

In this role, you will provide customer service and technical support for patients using Tactile Medical products, primarily through inbound and outbound phone calls. You will triage internal and external customer inquiries on their products and place orders for warranty requests. Working directly with patients and internal teams, you will provide resolution and documentation of interactions with patients. Being a part of a team, you will collaborate with peers and cross functional teams to maintain and improve processes and procedures to effectively provide the highest level of support to patients, to help them use our products effectively.

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

Qualifications

Education / Experience

Required

Preferred

Knowledge / Skills

Salary

Base pay range : $20.77 / hr - $27.26 / hr

Starting salary range : $20.77 - $27.26 / HR (may vary by location and experience)

Additional Benefits

Non-exempt - Our total compensation package includes medical, dental and vision benefits, retirement benefits, employee stock purchase plan, paid time off, parental leave, family medical leave, volunteer time off and additional leave programs, life insurance, disability coverage, and other life and work wellness benefits and discounts. Benefits may be subject to eligibility, waiting period, contributions, and other requirements and conditions.

Employment type

Seniority level

Job function

Industries

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