Senior Technical Support Engineer
Conduit
CloudGoKubernetesSolidityTypeScript
Technical Support Engineer 2
Intuitive
full-time
Posted on:
Location Type: Remote
Location: Remote • California • 🇺🇸 United States
Visit company websiteSalary
💰 $40 - $60 per hour
Job Level
JuniorMid-Level
About the role
- Front line phone support for Customers, Field Engineers, and Sales Professionals
- Professionally answer incoming calls, understand the customer’s needs and their environment to resolve Tier 1 customer issues
- Accurately document reported complaints within CRM database
- Understand processes and make recommendations to improve overall team efficiency and provide a superior level of customer support and satisfaction
- Provide intraoperative and non-intraoperative technical phone support to customers and field personnel including Sales, Service, Marketing, etc.
- Quickly become knowledgeable on policies, processes and procedures as well as, knowledge of best practices
- Analyze and troubleshoot complex robotic problems using remote diagnostics over the telephone
- Some on-site or in-house service support may be required
- Perform system error log reviews, providing a summary of findings and recommendations to field service
- Review auto-generated cases and dispatch work orders as required through SAP/CRM
- Author and review articles in the Knowledge Base per assigned goal
- Drive resolution of all product performance issues until an acceptable solution is identified and implemented or it is determined that escalation is necessary
- Drive key metrics to support corporate/departmental goals
- Facilitate the escalation of technical requests from field engineers
- Responsible for creating, dispatching, and tracking work orders in the SAP/CRM business system
- Ensure processes are in place in accordance with FDA compliance
- Have a flexible work schedule, including holidays
- Ad-hoc projects as assigned by management
Requirements
- Effective analytical, troubleshooting and problem-solving skills required
- Familiarity of Operating Room protocols, anatomic terminology and knowledge of Endoscopic vision equipment a plus
- Excellent oral, written communication skills, as well as customer service skills
- Working knowledge of computers and standard software applications, preferably with SAP and Microsoft office
- Experience providing Tier 1 Customer level support
- AA degree in electronics or mechanical engineering and/or two years of related job experience
- Must be a Field Engineer II or above for at least one year or two years of experience working in call center support, preferably in the medical device industry
- Have a flexible work schedule, including holidays
- Due to the nature of our business and the role, may require proof of vaccination against certain diseases including COVID-19
Benefits
- Employees can work remotely
- Market-competitive compensation packages, inclusive of base pay, incentives, benefits, and equity
- Flexible work schedule, including holidays
- Professional development and long-term growth investment
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingproblem-solvingCRM database managementremote diagnosticssystem error log reviewwork order dispatchingknowledge base authoringTier 1 customer supportanatomic terminologyEndoscopic vision equipment
Soft skills
analytical skillscommunication skillscustomer service skillsflexibilityteam efficiency improvement
Certifications
AA degree in electronicsAA degree in mechanical engineering
