Technical Customer Support Representative II

Why Us :

With a mantra of Empowering Human Potential, Hanger, Inc. is the world's premier provider of orthotic and prosthetic (O&P) services and products, offering the most advanced O&P solutions, clinically differentiated programs and unsurpassed customer service.

Hanger's Patient Care segment is the largest owner and operator of O&P patient care clinics nationwide. Through its Products & Services segment, Hanger distributes branded and private label O&P devices, products and components, and provides rehabilitative solutions to the broader market.

With 160 years of clinical excellence and innovation, Hanger's vision is to lead the orthotic and prosthetic markets by providing superior patient care, outcomes, services and value.

Collectively, Hanger employees touch thousands of lives each day, helping people achieve new levels of mobility and freedom.

Could This Be For You :

Provide technical support for internal and external customers by troubleshooting, diagnosing, and resolving reported issues.

Include other aspects of product / device field support; such as, software updates, placing orders, asset management, and shipment tracking.

Your Impact :

• Serve as the initial point of contact for customers reported concerns
• Respond timely to incoming customer service calls, emails, support tickets
• Perform proper diagnosis of the issue by trouble-shooting the product / device via phone, and / or remote login
• Maintain a record all customer issues in a database to maintain accurate records of issues, complaints, and incidents
• Ensure all customer supply orders (phone, fax, and email) are properly reflected in the system
• Provide outstanding customer service by keeping the customer informed of the status and / or resolution
• Secure assets recovery by taking the appropriate actions; such as, following up with customers, sending boxes, or send return shipping labels to customer
• Create and / or modify trouble-shooting guides to promote education within the department of effective trouble-shooting techniques
• Support various software applications and provide technical support for upgrades and enhancements
• Work on special projects as assigned (e.g. remote software updates / upgrades, remote equipment utilization download / uploads)

Minimum Qualifications :

• A high school diploma or equivalent
• Minimum of 2 years of related experience

Additional Success Factors :

• Ability to effectively communicate technical information verbally and in written correspondence
• Experience with desktop operating systems; such as, Windows 8.1 and 10 environments
• Basic knowledge of computer hardware and components
• Type minimum of 40 words per minute with minimal errors
• Proficient skills with various software products; such as Microsoft Office Excel, Word, Visio, PowerPoint
• Team player with a positive attitude, professional, and courteous with internal and external customers
• Act with integrity in all ways and at all times, remaining honest, transparent, and respectful in all relationships.
• Keep the patient at the center of everything that you do, building lifelong trust.
• Foster open collaboration and constructive dialogue with everyone around you.
• Continuously innovate new solutions, influencing and responding to change.
• Focus on superior outcomes, and calibrate work processes for outstanding results.

Our Investment In You :

• Competitive Compensation Packages
• 8 Paid National Holidays & 4 additional Floating Holidays
• PTO that includes Vacation and Sick time
• Medical, Dental, and Vision Benefits
• 401k Savings and Retirement Plan
• Paid Parental Bonding Leave for New Parents
• Flexible Work Schedules and Part-time Opportunities
• Generous Employee Referral Bonus Program
• Mentorship Programs- Mentor and Mentee
• Student Loan Repayment Assistance by Location
• Relocation Assistance
• Regional & National traveling CPO / CO / CP opportunities
• Volunteering for Local and National events such as Hanger’s BAKA Bootcamp and EmpowerFest

Hanger, Inc. is committed to providing equal employment opportunity in all aspects of the employer-employee relationship.

All conditions and privileges of employment are administered to all employees without discrimination or harassment because of race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions, special disabled veteran status, or any other classification protected by federal, state, and local laws and ordinances.

The company will comply with all applicable state or local fair employment laws that forbid discrimination or harassment on the basis of other protected characteristics.

Retaliation against any employee for filing or supporting a complaint of discrimination or harassment is prohibited.

ERF-SPS