We use cookies. Find out more about it here. By continuing to browse this site you are agreeing to our use of cookies.
I agree and accept cookies
Main menu
Post a Job
Request a Demo
Yes
No
Both
Advanced search

Job posting has expired

#alert
Back to search results / More jobs like this
Back to search results
Spectraforce Technologies jobs

Technical Support Specialist

Spectraforce Technologies
United States, California, Pleasanton
April 18, 2024
Job Title - Technical Support Specialist

Location : Pleasanton, CA 94588

Duration - 12 Month, possibility of extension

Hybrid Schedule Tuesday & Fridays are WFH

Schedule : 8 AM to 4:30PM (30 minute break); Training will be 8 weeks at this schedule.

After training the start time is subject to change/flexibility between 6 and 8 AM PT with an 8 hour shift to follow.

Purpose:

Customer Support Expert for CoolSculpting, CoolSculpting Elite, Cooltone, and Diamond Glow. Exceptional customer service is expected by performing all functions and initiatives to support the

daily business needs of the department. You are providing first tier medical device product support for via phone, email, online web tools for all client's customers. You will gather technical information pertinent to each inquiry and document in CRM. You can work with our service department to coordinate product replacement logistics and in-field repair scheduling to align with the department goal of the 24-hour product replacement metric. You effectively handle direct communication with our customers and work closely with the Service Team to facilitate non-warranty quotes, orders, and replacements. You track service shipments and communicate status to customers and support & sales team and handle all aspects of warranty and non-warranty service issues.

Responsibilities:

* Provide first tier product support via phone, email, online web tools for client's current Medical Devices; CoolSculpting, Coolsculpting Elite, Cooltone, and Diamond Glow.

* Open and handle multiple complaint calls daily. Write, communicate, and submit customer complaints within the required QA timeframe of 2 days.

* Process and submit service requests in a timely manner.

* Interface with other departments as needed: Quality Assurance, Customer Support, Service, Shipping, Product Surveillance, Sales, etc.

* Complete all required training to be able to function in various aspects of position.

* Serve as the customer advocate and liaison to quickly and fairly resolve service problems for customers.

Qualifications:

*Associates Degree Required.

Ability to read and understand training and job aids written in English, and communicate with U.S. based customers.

*Requires minimum of two years' experience as Customer Service Representative and demonstrate proficiency in all aspects of that position.

*Demonstrated oral and written communication skills required to communicate with """" customers and internal support organizations.

*Proven demonstrated analytical and problem-solving skills.

Key Stakeholders:

Supervisor, Product Support

* Work Schedule (Define days,# of hours)/ Is Overtime offered or required? If yes, how many hours, what impact to scheduled working hours? 8-4:30 (30 minute break); Training will be 8 weeks at this schedule. After training the start time is subject to change/flexibility between 6 and 8 AM PT with an 8 hour shift to follow.

* Does this position offer the ability to work remotely on a regular basis or is it an on-site role? If remote opportunity exists, what are the options (i.e. 1 day remote, 4 days on-site)? Hybrid Schedule: Tuesday & Fridays are WFH

Note: The Company is committed to complying with the California Privacy Rights Act ("CPRA") effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our . Applicants with disabilities may access this notice in an alternative format by contacting .

(web-5bb4b78774-pwhpf)