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Product Support Representative
Tactile Medical Minneapolis, MN
$38k-49k (estimate)
Full Time | Ancillary Healthcare 7 Months Ago
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Tactile Medical is Hiring a Product Support Representative Near Minneapolis, MN

Overview

In this role, you will provide customer service and technical support for patients using Tactile Medical products, primarily through inbound and outbound phone calls. You will triage internal and external customer inquiries on their products and place orders for warranty requests. Working directly with patients and internal teams, you will provide resolution and documentation of interactions with patients. Being a part of a team, you will collaborate with peers and cross functional teams to maintain and improve process, and procedures to effectively provide the highest level of support to patients, to help them use our products effectively.

Below is the salary range for this position, although offers may differ based on the candidate’s location, job-specific knowledge, skills, and experience.

$20.34 - $30.53 / HR

Additional benefits:

Non-Exempt - Our total compensation package includes medical, dental and vision benefits, retirement benefits, employee stock purchase plan, paid time off, parental leave, family medical leave, volunteer time off and additional leave programs, life insurance, disability coverage, and other life and work wellness benefits and discounts. Benefits may be subject to generally applicable eligibility, waiting period, contributions, and other requirements and conditions.

Responsibilities

  • Provide professional, patient support through inbound and outbound calls
  • Effectively communicate with our patients by active listening, speaking clearly using language our patients can understand
  • Provide technical support for our medical devices
  • Troubleshoot issues with our products and provide resolution
  • Coordinate service (warranty and non-warranty) on all products as needed
  • Handle all additional garment or replacement garment requests
  • Field incoming calls from patients and handle product service requests
  • Triage patient calls to other departments as appropriate
  • Process Field Experience Reports (FERs) for any complaints or product issues
  • Review complaints to determine if Regulatory reporting and/or CAPA’s are required
  • Update and maintain patient files and database records

Qualifications

Education/Experience

Required:

  • Bachelor’s degree or equivalent experience
  • 3 years of customer service experience 
  • Previous experience utilizing problem resolution and de-escalation techniques

Preferred:

  • Experience within the healthcare, medical device, and/or patient services arena

Knowledge/Skills

  • Strong proficiency in Word, Excel and databases with the ability to navigate multiple systems
  • Exceptional communication skills both verbal and written with the ability to communicate effectively with all different types of patients
  • Strong problem solving and listening skills coupled with patience to be able to assist our patients with the questions and issues they may be experiencing
  • Passionate and eager to learn new skills
  • Demonstrated strong organizational skills
  • Thrives in a team environment but is also self sufficient
  • Curious and inquisitive
  • Ability to adapt to an ever-changing environment
  • Commitment to patient satisfaction

Competencies

  • Compassion
  • Change Agent
  • Patience
  • Composure
  • Conflict Management
  • Patient focus
  • Interpersonal Savvy
  • Listening
  • Technical knowledge
  • Problem solving

Job Summary

JOB TYPE

Full Time

INDUSTRY

Ancillary Healthcare

SALARY

$38k-49k (estimate)

POST DATE

08/20/2022

EXPIRATION DATE

09/22/2023

WEBSITE

tactilemedical.com

HEADQUARTERS

SAINT PAUL, MN

SIZE

500 - 1,000

FOUNDED

1995

TYPE

Public

REVENUE

$50M - $200M

INDUSTRY

Ancillary Healthcare

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About Tactile Medical

Tactile Medical develops, manufactures, and markets home-based therapy devices for the treatment of chronic diseases.

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