Technical Support Specialist

Brainlab Ltd.; Westchester (IL); Remote; USD 55,000 - 75,000; Full time

Job summary

A leading company in healthcare technology seeks a remote support professional for its Oncology and Surgery products. You will provide expert assistance during clinical workflows, manage customer inquiries, and ensure high-quality service. Successful candidates will have strong troubleshooting abilities and a commitment to customer satisfaction, supported by effective documentation practices in Salesforce.

Qualifications

• Ability to support multiple customers in a clinical environment.
• Experience in documentation within Salesforce.
• Proven skills in troubleshooting and optimizing service quality.

Responsibilities

• Provide remote support for Oncology and Surgery Business products.
• Independently troubleshoot and assist clinical users during treatment.
• Document all actions in Salesforce with relevant customer communication.

Skills

Customer service

Stress management

Troubleshooting

Salesforce documentation

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