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Customer Service Representative II, Patient and Technical Services - San Antonio, TXLocation:San Antonio, Texas, United StatesRequisition #:22000124Post Date:2 hours agoCareers that Change LivesWe seek out and hire a diverse workforce at every level: We need fresh ideas and inclusive insights to continue to be an innovative industry leader thats why we make it a point to seek out, attract and develop employees who are patient-centric, passionate, and who represent the same wide variety of life experiences as our patients.Career growth and development is about learning and stretching yourself to grow your expertise and navigate your career. Medtronic offers award-winning programs to accelerate your development and growth. Our size, scope and market leadership give you the chance to explore career opportunities and grow as we grow. To learn more about how we support your journeyClick Here (https://www.medtronic.com/us-en/about/careers/career-development.html)A Day in the LifeResponsibilities may include the following and other duties may be assigned.This position is responsible for providing technical and customer service support, trouble shooting technical issues, and educating patients on our CareLink and/or LINQ products
Troubleshoots customer concerns, issues raised during training, product use or malfunctioning products, and/or software applications and recommends corrective action.
Conduct follow up calls with patients and customers and research issues off line as needed.
Accurately and concisely document patient and customer feedback and any troubleshooting completed during each call.
Meet or exceed key performance and productivity such as quality, courtesy, expertise, and other metrics as defined by management.
Interpersonal skills and product knowledge are critical to responding and troubleshooting to customer inquiries.
Perform other duties as assigned.
This role is an on-site position in our San Antonio, TX officeMust Have: Minimum RequirementsHigh school diploma or equivalent
Minimum of 2 years of relevant experience
Nice to HaveAbility to multi-task in a fast-paced environment
Experience with interpersonal interactions with customers
Experience in using a computer and multiple software programs
High volume call center experience (40 calls a day on average per rep) in a technical troubleshooting helpdesk role.
Ability to use multiple software programs and navigate through multiple screens and programs at the same time.
Ability to read and follow flow diagrams and previous experience working with decision trees.
Ability to maintain a calm demeanor, listen empathetically, and work to resolve customer issues beyond expectations even during difficult customer interactions
Ability to receive and provide feedback in a positive manner, utilizing it to foster strong relationships
Experience documenting calls by typing on a keyboard while speaking to a customer on the phone.
Experience with customer resolution according to department protocols and requirements.
Compliance to instructions and protocols when dealing with unfamiliar or unusual customer issues.
Strong written and verbal communication skills.
Experience using Siebel and/or Service Now to identify patient records, document calls, and research patient history.
Work experience in the medical device or medical industry.
Knowledge of HIPAA and other FDA regulations.
About MedtronicTogether, we can change healthcare worldwide. At Medtronic, we push the limits of what technology, therapies and services can do to help alleviate pain, restore health and extend life. We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.We want to accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. Lets work together to address universal healthcare needs and improve patients lives. Help us shape the future.Physical Job RequirementsThe physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For Office Roles: While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers. Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role. (ADA-United States of America)It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.
