Technical Support Specialist

6 month initial contract

$27 - $30 per hour

8 hour shift starting between 6 am and 8 am PST

Orion Group and our largest US client are seeking Technical Support Specialists in Pleasanton, CA!! Our client is in need of experienced representatives who can provide high end customer service to their clients. Don't pass on this opportunity! Apply today!!

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 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 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.

Job Types: Contract, Temporary

Pay: $27.00 - $30.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• Associate (Required)

Experience:

• Customer service: 2 years (Required)

Work Location: One location