TalentWorldGroup Plc.

Technical Support, Medical Field

TalentWorldGroup Plc.

full-time

Posted on:

Location: 🇺🇸 United States

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Job Level

JuniorMid-Level

About the role

  • Provide technical support and operational assistance over the phone to chronic renal patients using peritoneal dialysis cyclers
  • Educate patients on troubleshooting alarms and therapy processes with a compassionate, patient-centered approach
  • Serve as first point of contact for technical issues and escalate clinical concerns to nursing staff as needed
  • Document all customer interactions accurately and in a timely manner
  • Analyze call data and share customer feedback to improve service quality
  • Collaborate with internal teams via clear, documented communication
  • Coordinate device exchanges when necessary
  • Maintain and improve troubleshooting trees and reference materials
  • Adhere to environmental, health, safety, and departmental policies
  • Proactively seek enhancements to improve customer experience and equipment reliability

Requirements

  • Fluent English
  • Associates degree or equivalent experience
  • 2-4 years of related experience in a call center or customer contact environment
  • Previous experience with dialysis therapy patients is a plus
  • Proven technical troubleshooting skills and ability to remain calm under pressure
  • Excellent verbal and written communication skills
  • Strong multitasking skills: handling multiple live calls and cases simultaneously
  • Solid computer literacy, with experience in online platforms and tools
  • Experience with inbound and outbound customer interactions
  • Ability to exercise independent judgment and maintain confidentiality
  • Experience with Zendesk, Salesforce, Slack, or similar platforms is desirable
  • Background in technical support (electronics, machinery, or industrial sectors) is a plus
  • Familiarity with online team collaboration tools preferred
  • Mandatory Technical Requirements: Stable wired broadband with minimum 50 Mb/s; Processor: Intel Core i5 or minimum 1.8 GHz (64-bit preferred); RAM: 16 GB (minimum 8GB); Storage: 120 GB SSD (minimum 10GB free); Screen resolution: 1920x1080 preferred; Wired USB headset; Operating System: Windows 11