Technical Support Specialist

Vantive is a vital organ therapy company on a mission to extend lives and expand possibilities for patients and care teams everywhere. For 70 years, our team has driven meaningful innovations in kidney care. As we build on our legacy, we are deepening our commitment to elevating the dialysis experience through digital solutions and advanced services, while looking beyond kidney care and investing in transforming vital organ therapies.

Greater flexibility and efficiency in therapy administration for care teams, and longer, fuller lives for patients- that is what Vantive aspires to deliver.

We believe Vantive will not only build our leadership in the kidney care space, it will also offer meaningful work to those who join us. At Vantive, you will become part of a community of people who are focused, courageous and don't settle for the mediocre. Each of us is driven to help improve patients' lives worldwide. Join us in advancing our mission to extend lives and expand possibilities.

Your Role:

In this role, you will provide remote technical support for customer-reported hardware and software issues involving Vantive medical devices and related peripherals. Uses established knowledge bases, SOPs, and troubleshooting workflows to identify root causes, resolve issues efficiently, and ensure safe and effective device use in clinical environments. You will communicate clearly with customers and internal teams while adhering to regulatory, documentation, and data-privacy requirements.

What you'll be doing:

• Provide Level 1 technical support via phone, chat, and email for healthcare customers using Vantive medical devices and related system peripherals.
• Deliver remote technical support in a clinical setting, guiding end users on the safe and effective use of hardware and software applications.
• Accurately document all customer interactions in accordance with established procedures, quality standards, and regulatory requirements using good documentation practices.
• Collaborate with internal teams and healthcare professionals, including Biomedical staff, nurses, and IT personnel.
• Escalate issues to appropriate departments or higher-level resources based on clinical impact, severity, and priority.
• Utilize company-provided tools to manage customer communications, update work orders, complete call scripts or checklists, access training resources, and support issue diagnosis.
• Maintain current product and clinical knowledge through ongoing training and adherence to SOPs, troubleshooting guides, and reference materials.
• Leverage the knowledge base to resolve service requests, incidents, and complaints.
• Ensure compliance with healthcare data privacy and security regulations, including HIPAA and GDPR.
• Required to work evening, weekends, and holidays on a rotational basis as well as "on-call".
• Perform additional duties as assigned.

What you'll bring:

• High School diploma or GED required, associate's degree or higher preferred.
• Minimum of 2 years' experience providing remote technical support.
• Skilled in the effective use of electronic devices such as smartphones, laptops, and multiple monitor setup.
• Home Office in primary residence with highspeed internet
• Experience using a knowledge base to troubleshoot technical support calls.
• Medical Device Industry background preferred
• Proficient in electro-mechanical products is preferred
• Technical certifications are preferred.
• Travel is required for training and other assigned events.

Qualifications

• Results-oriented technical support professional with a strong track record of completing assignments efficiently.
• Proven ability to diagnose and resolve moderately complex hardware and software issues.
• Strong documentation skills, ensuring accurate and thorough case records.
• Ability to remain calm, focused, and responsive in high-pressure customer support environments.
• Excellent customer service skills, including active listening and effective problem clarification.
• Clear and professional verbal and written communication skills.
• Strong analytical skills with sound judgment in determining root causes and appropriate resolutions.
• Detail-oriented, with the ability to explain technical concepts clearly to non-technical users.
• Ability to follow structured troubleshooting procedures, workflows, and technical instructions.
• Working knowledge of Windows operating systems, server administration, remote desktop support, user permissions, TCP/IP networking, and basic database concepts.
• Experience with electro-mechanical troubleshooting, including interpreting electrical and pneumatic diagrams; familiarity with electronics, programmable controllers, sensors, and related systems.

We understand compensation is an important factor as you consider the next step in your career. At Vantive, we are committed to equitable pay for all employees, and we strive to be more transparent with our pay practices. The estimated base salary for this position is $44,000 to $52,000 annually. The estimated range is meant to reflect an anticipated salary range for the…