Technical Support Specialist

Brainlab Ltd.; Sacramento (CA); Remote; USD 55,000 - 75,000; Full time

Job summary

A leading company in the medical technology sector is seeking a remote support professional for Oncology and Surgery products. The role focuses on delivering high-quality service via phone and screen sharing, assisting clinical users, and optimizing customer satisfaction. This position demands excellent communication skills and a problem-solving mindset in a fast-paced environment.

Qualifications

• Experience in customer support in a clinical environment.
• Ability to work under stress while managing multiple tasks.

Responsibilities

• Provide remote support for Oncology and Surgery Business products.
• Document support actions in Salesforce.
• Independently perform troubleshooting for clinical users.

Skills

Customer Support

Troubleshooting

Communication

Salesforce

Job description

• Provide remote support (phone and screen sharing sessions) for Oncology and Surgery Business products – including clinical workflows that involve both Software and Hardware
• Delivery of professional service on the customer hotline according to the SOP Hotline
• Able to apply job skills successfully under stressful conditions while supporting multiple customers using products in a clinical environment
• Optimize service quality and maximize customer satisfaction
• Document in Salesforce all remote support actions (phone call, email, Brainlab Connected Care session) with relevant customer communication and deliverables.
• Independently perform routine troubleshooting by providing remote guidance and assistance to clinical users during treatment
• Keep customers up-to-date regarding their cases and complaints
• Field customer questions/requests and conduct investigations to resolve issues consistent with established policies and procedures
• Maintain control of large-scale issues with proper reporting and updates
• Read, analyze, interpret and digest product information for new Brainlab product releases
• Meet personal/team qualitative and quantitative targets
• Salary range 55-75k