Digital Support Associate

Job Description

Job Description

The Digital Support Associate will provide Tier 1 technical support to medical professionals, internal personnel, and sales representatives for all of Intuitive’s Digital Products. The successful candidate demonstrates technical aptitude, a robust troubleshooting methodology, and communication skills while providing excellent customer service to facilitate the timely resolution of customer issues.

Roles & Responsibilities:

• Provide Tier 1 support for all of Intuitive’s Digital Products
• Primary for Digital and Networking call triage, providing timely resolution for our customers, including hospital systems and ambulatory surgery centers.
• Respond to digital and technical support inquiries and complaints and create/update support tickets according to documented processes and procedures
• Accurately log all received issues into our Customer Relationship Management System Effectively resolve up to 95% of Tier 1 issues during first contact
• Possess a strong understanding of the support escalation pathway and quickly determine when to elevate incidents to technical teams.
• Ability to differentiate issues related to user error and networking roadblocks
• Maintain open communication with technical teams to ensure problem resolution and customer satisfaction
• Maintain ownership & accountability until issues are resolved or handed off to other departments.
• Consistently follow up on open cases and follow through with customer on case status and resolution
• Have a flexible work schedule, including on call hours, weekend rotation and holiday rotation
• Understanding of regulatory and internal requirements as it relates the complaint reporting process.
• Maintain timely status of training records at all times
• Meet or exceed key performance and productivity goals such as quality, service level, knowledge, schedule adherence and other metrics as defined by management
• Maintain confidentiality with regard to all customer and company data
• Foster and contribute towards a positive and collaborative culture