Product Support Representative

At Tactile Medical, we specialize in developing at-home therapy devices to treat lymphedema, chronic venous insufficiency and respiratory illnesses.

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.

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

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.

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

US Pay Range

$20.77 - $27.26 USD

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