Dialysis Tech Support & Patient Care Specialist

Fresenius Medical Care; Philippines; Remote; PHP 250,000 - 400,000; Full time

Job summary

Fresenius Medical Care Philippines is seeking a dedicated technical support specialist to assist with Peritoneal Dialysis devices, software, and connectivity, delivering timely, professional service across phone, email, and chat.

You will diagnose issues, guide users with varying levels of technical and clinical knowledge, document all interactions, and maintain ownership of cases from opening to resolution.

Qualifications

• Minimum 4 years of experience in technical support, help desk, contact center, healthcare technology, or related field.
• Strong troubleshooting, analytical, and critical-thinking skills.
• Excellent verbal and written communication skills.
• Proficient in computer systems, databases, and productivity applications.
• Strong organization, multitasking, and time-management abilities.
• Ability to handle confidential information with professionalism and discretion.
• Spanish language proficiency is a plus.

Responsibilities

• Provide first-level technical support for PD devices, equipment, software applications, and connectivity through phone, email, chat, and case management systems.
• Diagnose, troubleshoot, and resolve technical issues related to PD therapy devices, system alarms, device performance, software functionality, data transmission, and connectivity.
• Support patients, caregivers, healthcare professionals, and internal stakeholders with timely, accurate, and professional assistance.
• Communicate technical concepts and troubleshooting steps clearly to users with varying levels of knowledge.
• Document customer contacts, troubleshooting activities, device information, case details, resolutions, and follow-up actions.
• Investigate, prioritize, and manage cases through resolution with ownership of the customer experience.
• Escalate advanced issues to Clinical, Engineering, Quality, Product Support, or Field Service teams per escalation protocols.
• Recognize and report product complaints, adverse events, and patient safety concerns as required.
• Maintain expertise in PD therapies and supporting products through ongoing training.
• Meet performance metrics including quality scores, customer satisfaction, response times, and first-contact resolution.
• Collaborate with cross-functional teams to resolve issues and improve service delivery.
• Contribute to knowledge base updates and support training and onboarding efforts.

Skills

Troubleshooting

Analytical thinking

Communication skills

Computers/databases

Organizational skills

Confidentiality

Spanish (nice to have)

Education

High School Diploma / GED / equivalent

Associate's Degree (preferred)

Job description

Fresenius Medical Care Philippines is seeking a dedicated technical support specialist to assist with Peritoneal Dialysis devices, software, and connectivity, delivering timely, professional service across phone, email, and chat.

You will diagnose issues, guide users with varying levels of technical and clinical knowledge, document all interactions, and maintain ownership of cases from opening to resolution.