12 Jul
Customer Technical Support Specialist (boise)
Idaho, Boise 00000 Boise USA

Vacancy expired!

Are you Passionate about Tech Support? Volt is seeking Customer Service focused candidates for an Exciting Opportunity with a Cutting Edge Company in Beautiful Boise Idaho! Job type: Temp-to-hire with Permanent Hire PotentialPay: $16 ($17 plus benefits upon permanent hire)Schedule: Various options available.( Sun-Thur, Mon- Fri, Wed- Sat, Thur- Sat, & others) Shifts: Day, Swing, & Graveyard shifts posibleSPECIAL: DUE TO THE COVID PANDEMIC THIS POSITION WILL BE REMOTE UNTIL IT IS DEEMED APPROPRIATE TO WORK FROM THE OFFICE. THIS IS NOT A LONG TERM, REMOTE POSITION.This is a temp-to-hire position at an innovative healthcare technology company that takes culture and diversity seriously. You'll love working here because of the casual work attire, respectful and collaborative environment, and commitment to making a difference in the lives of customers.GENERAL SUMMARY:Responsible for capturing customer technical inquiries via phone calls, chat messages and emails from prospective and current customers (patients and their support persons and healthcare professionals). Responsible for determining the level of complexity of each contact with the goal of achieving the highest initial resolution. Documents every call into a Client Relationship Management (CRM) system. Converses with customers in an empathetic and supportive manner to promote the most precise information relating to the issue. Handles all calls in compliance with all the appropriate regulatory requirements outlined by departmental SOPs.PRIMARY DUTIES & RESPONSIBILITIES:Responds to inbound calls and emails arriving randomly to the Tandem Diabetes Care technical support line or inbox. Occasionally offers chat support through the same support line.Using approved communication guidelines, responds to customer concerns or inquiries.Answers questions and troubleshoots issues related to use of the Tandem's t:connect application (including our PC/Mac software data uploader), HCP Portal, Mobile app, and other future software applications.Demonstrates good judgment in selecting methods and techniques for obtaining solutions in responding to customer requests.Participates in shadowing and reverse shadowing and assists with training of new agents as needed.Performs timely and satisfactory resolution of calls and on-line contacts.Uses training materials and process flow charts to record accurate and thorough documentation of customer contact calls and emails within the CRM system.Identifies potential health and safety issues with products and follows appropriate internal notification procedures.Acts as a customer advocate to represent customer needs internally.Confirms completion of required training plan before assuming job responsibilities.Consistently meets or exceeds Tandem Diabetes Care Customer Technical Support metrics for the role of Customer Technical Support Specialist including:

Maintains a quality metric of ≤5% error rate.Receives a monthly call monitoring score of 3.5 or above.Maintains a productivity level of 4.0 calls/hour.Complies with department’s attendance policy.Accrues ≤ 1 service issue/month.Performs t:connect log analysis related to customer allegations.Ensures work is performed in compliance with company policies including Privacy/HIPAA and other regulatory, legal, and safety requirements.Performs other duties and schedules as assigned.REQUIRED QUALIFICATIONS:Knowledge, skills & abilities:Ability to read and follow flow diagrams and work with decision trees.Knowledge of Computer Operating Systems, Windows & Mac Based Systems.Knowledge of HIPAA desired.Clear communication skills to impart product information over the telephone, chat and email to patients/health care support.Skilled at presenting information in a clear, concise manner to all levels within the department.Skilled at contributing on a consistent basis to team initiatives in a thorough and timely manner.Able to react to changing situations in a timely, calm, and confident manner.Solid understanding of web-based software and the ability to troubleshoot browser and network specific issues.Working knowledge of Microsoft Office applications including Word, Excel and Outlook preferred.Knowledge of in network security and familiarity with processes such as driver installation.Ability to type at least 55wpm with a high rate of accuracy.Bilingual-English/Spanish or English/French desired.Flexibility to work weekends, holidays and beyond regularly scheduled workday as needed.Minimum certifications/educational level:Bachelor’s degree in biology or health related field preferred or equivalent combination of education and applicable job experience.IT certifications such as CompTIA, A+ and/or Network+, Security+, MCDST, and MCITP preferred.Minimum experience:1 year previous experience in a Customer Service preferred but not required.Experienced with use of electronic documentation systems preferred.Experience working in a HIPAA environment highly preferred.Previous experience troubleshooting hardware, software and network connectivity issues preferred.Previous IT helpdesk experience preferred.Familiar with the following subjects: driver installation process, USB device communication, computer and internet security settings, antivirus software capabilities, server configuration and communication.JOB SCOPE:Acquires job skills and learns company policies and procedures to complete tasks.Works on assignments that are routine in nature, requiring limited judgment.Normally receives detailed instructions and works under close supervision.PHYSICAL REQUIREMENTS:While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, see, talk or hear in a standard office environment. Need to sit at a computer terminal, simultaneously talking on the phone and entering data, for lengthy periods of time. Employee may occasionally lift and/or move up to 45 pounds. May require shift work.Interviews being scheduled now for July 14th. Job start date is July 31st, 2020For immediate consideration, please call or text the VOLT team at 208-375-9930. You can also apply online at jobs.volt.com or email your resume to !Please don't delay openings like this don't come around everyday!“Volt is an equal opportunity employer”

Vacancy expired!


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