Note: The job is a remote job and is open to candidates in USA. Fresenius Medical Care is a leading provider in the healthcare sector, and they are seeking a Customer Support Technician. This role involves providing in-depth support to customer inquiries regarding devices, ensuring data accuracy, and maintaining compliance with regulations while delivering exceptional customer service.
Responsibilities
- Address and resolve complex operational and/or technical issues by providing effective customer service of applicable devices within the assigned function(s)
- Ensure data accuracy and integrity throughout the documentation process of all customer contacts in applicable systems
- Maintain various confidential patient and/or health information in compliance with company policies and procedures, HIPAA and other regulatory requirements
- Maintain current knowledge of applicable devices and/or troubleshooting techniques to continually provide effective customer service in a clear and concise manner; demonstrating broad knowledge and sound judgment in the resolution of diverse operational and/or technical issues
- May be required to have familiarity on the effective management of diverse testing/and or calibration tools within the assigned function(s)
- Provide backup support for diverse positions within the assigned function(s) as required
- Act as a technical resource for cross-divisional teams and/or internal customers
- Establish and maintain strong relationships with internal and/or external customers through effective understanding and interpretation of established company policies and procedures during all customer interactions
- Mentor other staff as applicable
- Assist with various projects as assigned by direct supervisor
- Other duties as assigned
Skills
- High School Diploma required; Associate's Degree desirable
- 2 - 4 years' related experience
- Demonstrated experience in a customer service, call center or clinical environment required; dialysis equipment experience preferred
- Strong computer skills with demonstrated proficiency in word processing, database, spreadsheet and email applications
- Possess logical and critical thinking skills to effectively resolve diverse problems in a clear and concise manner
- Strong time management skills with the ability to multitask concurrent priorities in an organized manner
- Excellent customer service skills to productively handle confidential information with a high level of professionalism, discretion and tact
- Strong oral and written communication skills to effectively communicate with diverse audiences and/or all levels of management
- Associate's Degree desirable
- Dialysis equipment experience preferred
- Fluency in Spanish preferred
Benefits
- Medical, dental, and vision insurance
- A 401(k) with company match
- Paid time off
- Parental leave
Company Overview