Job Description
Primary Function of Position:
Are you inspired by innovation, talent, and technology? Do you thrive in a customer-centric environment? If so, this is an exciting opportunity to demonstrate your experience and expertise working for one of the most innovative medical device companies in the world.
The Digital Support Associate will provide Tier 1 technical support to medical professionals, internal personnel, and sales representatives for all of Intuitive’s Digital Products. The successful candidate demonstrates technical aptitude, a robust troubleshooting methodology, and communication skills while providing excellent customer service to facilitate the timely resolution of customer issues.
Roles and Responsibilities:
- Provide Tier 1 support for all Intuitive’s Digital Products: act as first line of support to intake and triage all incoming inquiries, from internal and external customers
- Accurately log all received issues into our Customer Relationship Management System, create/update support tickets according to documented processes and procedures
- Respond to digital and technical support inquiries and complaints, effectively resolve up to 95% of Tier 1 issues during first contact
- Provide assistance to resolve basic to medium issues, or dispatch to appropriate teams internally for escalation on more complex issues
- Maintain open communication with technical teams to follow up on support requests received, ensure problem resolution and customer satisfaction
- Continuously feed Intuitive knowledge base with any new support scenario and its resolution, for each Digital Solution
- Consistently meet or exceed key performance and productivity goals such as quality, service level, knowledge, schedule adherence and other metrics as defined by management
- Maintain confidentiality with regards to all customer and company data
- Foster and contribute towards a positive and collaborative culture
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