Product Support Representative

• 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

• Bachelor’s degree or equivalent experience
• 3+ years of customer service experience
• Previous experience utilizing problem resolution and de-escalation techniques

• Experience within the healthcare, medical device, and/or patient services arena

• Strong proficiency in Word, Excel and databases with the ability to navigate multiple systems
• Exceptional communication skills both verbal and written with the ability to communicate effectively with all different types of patients
• Strong problem solving and listening skills coupled with patience to be able to assist our patients with the questions and issues they may be experiencing
• Passionate and eager to learn new skills
• Demonstrated strong organizational skills
• Thrives in a team environment but is also self sufficient
• Curious and inquisitive
• Ability to adapt to an ever-changing environment
• Commitment to patient satisfaction

Tactile Medical