Customer Support

• Provide front-line support to customers via phone, email, fax, and other communication channels for assigned product lines
• Obtain demographic and visit information for incoming customer interactions and resolve outstanding issues within established service levels
• Maintain accurate and complete client, site, and patient information within company databases and systems
• Troubleshoot equipment setup, hook-up, transmission, and product usage issues, escalating complex concerns as appropriate
• Process re-supply requests, report requests, and product-related inquiries in a timely and efficient manner
• Monitor transmission and fax failures and ensure prompt delivery of required information
• Identify and report clinical irregularities and system malfunctions to the appropriate stakeholders
• Respond to customer inquiries and provide timely technical information and guidance
• Collaborate with on-site and remote teams to resolve customer concerns and improve the customer experience
• Maintain production, quality, and performance metrics established by Customer Care Management
• Provide recommendations regarding product setup, usage, and troubleshooting best practices
• Support query resolution activities related to clinical applications and associated programs
• Perform additional duties and responsibilities as assigned.

Customer Care Representative

• Receive, review and process customer purchase orders and accurately upload, enter, and book the related order in business systems.
• Act as the primary contact for the customers through different communications channels.
• Lead and initiate proactive communication to resolve purchase order issues or to collect missing information at the order entry stage.
• Proactively manage order backlog and resolve order issues and delays, process and release orders for its correct and timely delivery.
• Maintain updated customer information in business systems and other databases.
• Collect and save needed information and documentation to ensure compliance with record retention and documentation procedures.
• Assure compliance conformity with import/export, contract and government requirements.
• Manage the intercompany orders and providers delivery dates.

Customer Support jobs in Costa Rica

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Customer Care Representative

Customer Service Support