Help Desk Support; Product Support Representative

Job Summary

Product Support Representative–Software Support Services. Primary responsibility within the call center for providing internal and external customer support for Respironics compliance monitoring product line (Care Orchestrator). In addition to call center duties, this position provides customer support during new installations.

Schedule is rotating 8am-8pm, to be discussed during the interview process. The role is also hybrid, typically 3 days per week, to be confirmed by hiring manager.

Key responsibilities include data migration and installation activities such as pre‑install coordination, remote configuration of software, post‑install support, and assisting customers with maximizing the utility of Care Orchestrator by configuring software, training end‑users, and working closely with the software engineering team to resolve escalated issues, determine requirements for future releases, and assist with testing.

Additional duties involve researching, recording, and providing feedback and solutions to customers regarding product complaints and software application events; informing Product Managers about customer issues related to software utilization and design; and maintaining technical expertise with Respironics sleep therapy products, general networking, and PC skills.

• Coordinate pre‑install activities (scheduling installs, reviewing pre‑install checklists, completing readiness checks).
• Configure software remotely according to customer specifications.
• Provide post‑install support within the product support call center.
• Assist customers in maximizing Care Orchestrator usage—configure software, train end‑users, and satisfy individual needs.
• Collaborate with software engineering to resolve escalated customer issues, determine requirements for future releases, and support testing prior to launch.
• Research, record, and provide feedback and solutions to customers regarding product complaints and software application events.
• Inform Product Managers on customer issues related to software utilization and design.
• Maintain technical expertise with Respironics sleep therapy products, general networking, and PC skills.

• Conflict management, timely decision making, process and time management skills.
• Market foresight, learning agility, and teaming.
• Ability to handle multiple tasks and conflicting priorities.
• Action/problem‑solving orientation with independent thought and learning.
• Maintain software and computer technical expertise.
• Outstanding interpersonal and communication skills.
• Teamwork in a collaborative environment.

• Define goals with manager for personal and professional development.
• Execute personal development plan to grow within current role and prepare for future roles.

• Associate’s degree minimum;
  Bachelor’s degree preferred; IT‑related degrees preferred but other majors with relevant IT experience acceptable.
• Minimum 3+ years of appropriate IT‑related customer service.
• Experience in the medical device industry highly desired.
• Professional phone and customer service skills highly desired.
• Experience with Microsoft Office, Word, Excel, and SAP required.
• Strong understanding of computer functionality and experience with hardware/software troubleshooting.
• Demonstrated understanding of computer networks and database structure required.
• Knowledge of Windows XP, Vista, 7, and 8 operating systems required.
• Knowledge of Android and iOS mobile operating systems highly desired.
• Knowledge of SQL Server preferred.
• Standard call center environment; scheduled shift rotation 8am-8pm Monday-Friday. Limited travel (5%) may require equipment setup up to 25 lbs.
• Proficiency in using standard office equipment, including computers.