Customer Support Specialist

• Are you a quick learner with the ability to gain technical knowledge to support medical product use?
• Are you passionate about helping people with their healthcare solutions?
• Are you a Team player with great communication and documentation skills?
• Do you have commendable customer service skills?
• Do you want to be part of a company that supports your personal growth?
• This will be a Hybrid position

Then be sure to apply and join a culture that provides healthcare solutions globally to meet the needs of everyone!!

SUMMARY

The Customer Support Specialist, CSS, will provide product and service information and resolve any emerging problems that our customers might face with use of PTS products while working in a regulated environment. This position will handle inbound calls/emails with moderately complex issues for customers (internal and external), prepare correspondences and fulfill customer needs to ensure positive customer experience. The CSS will assist customer’s questions and complaints by providing training and troubleshooting guidelines over the phone to support PTS products. Will be able to support moderate issues and customer problems and transferring high level complex issues to the Customer Support Specialist II.

This position will possess comprehensive knowledge of product and processes can contribute independently. Requires some evaluation, originality or ingenuity while contributing to the team’s department goals. A CSS must possess an outgoing, positive attitude, and will correspond with customers ranging from physicians to consumers regarding the PTS product lines. Maintain documentation according to established guidelines as required by PTS compliance and regulatory requirements.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Respond to customer calls from inception to resolution including, anticipating any problems, concerns and rectifying proactively.
• Provide support to customers which also requires troubleshooting problems, identifying solutions in a timely manner

• Documents all communication from internal and external customer including calls/emails in the PTS customer tracking system

• Independently track, analyze, report, and apply the most appropriate course of action for orders and call/email handling
• Independently applying expertise to track, analyze, report, and apply the most appropriate course of action for call/email handling

• Identify and escalate customer and/or process issues appropriately and timely

• Responsible for maintaining the quality system and achieving quality objectives through daily actions.
• Special projects as assigned.

QUALIFICATIONS

• Ability to work successfully with moderately complex processes and situations
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices in regulated environment
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• Must be able to use multiple systems, Microsoft Word and/or Excel, CRM system
• Must be able to occasionally work extended hours, rotate on-call shifts, and holidays

EDUCATION and/or EXPERIENCE

• Associates Degree preferred; experience may be substituted for education
• 1-3 years previous Customer Support experience
• At least one year of work experience in a clinically oriented environment (e.g. clinical laboratory, physician office, or home health agency) is preferred

• Proven ability to make quick and effective independent decisions.
• Strong organization and planning skills.
• Ability to handle multiple functions at one time.
• Efficient and effective oral and written communication skills.
• General computer skills including the ability to do some functions within various software packages.
• Ability to develop product knowledge for areas of responsibility.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Employee works in a typical office environment and uses typical office equipment such as telephone, computer, fax, and copy machine.

EQUAL OPPORTUNITY EMPLOYER: PTS Diagnostics is an Equal Opportunity and E-Verify employer. Employment decisions for all applicants and employees will be made without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, age, national origin, marital status, veteran status, disability, or other characteristics protected under local, state or federal law.