Product Support Representative

<div class="content-intro"><p>At Tactile Medical, we specialize in developing at-home therapy devices to treat lymphedema, chronic venous insufficiency and respiratory illnesses.</p></div><p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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.  </span></p> <p><strong><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Responsibilities</span></strong></p> <ul> <li><span style="font-size: 12pt; color: black; font-family: helvetica, arial, sans-serif;">Provide professional, patient support through inbound and outbound calls</span></li> <li><span style="font-size: 12pt; color: black; font-family: helvetica, arial, sans-serif;">Effectively communicate with our patients by active listening, speaking clearly using language our patients can understand</span></li> <li><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Provide technical support for our medical devices</span></li> <li><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Troubleshoot issues with our products and provide resolution</span></li> <li><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Coordinate service (warranty and non-warranty) on all products as needed</span></li> <li><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Handle all additional garment or replacement garment requests</span></li> <li><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Field incoming calls from patients and handle product service requests</span></li> <li><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Triage patient calls to other departments as appropriate</span></li> <li><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Process Field Experience Reports (FERs) for any complaints or product issues</span></li> <li><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Review complaints to determine if Regulatory reporting and/or CAPA’s are required</span></li> <li><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Update and maintain patient files and database records</span></li> </ul> <p> </p> <p><strong><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Qualifications</span></strong></p> <p style="margin: 0px;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong><span style="color: black;">Education/Experience</span></strong></span></p> <p style="margin: 0px;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><em><span style="color: black;">Required:</span></em></span></p> <ul> <li><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Bachelor’s degree or equivalent experience</span></li> <li><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">3+ years of customer service experience </span></li> <li><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Previous experience utilizing problem resolution and de-escalation techniques</span></li> </ul> <p style="margin: 0px;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><em><span style="color: black;">Preferred:</span></em></span></p> <ul> <li><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="color: black;">Experience </span>within the healthcare, medical device, and/or patient services arena</span></li> </ul> <p style="margin: 0px;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong><span style="color: black;">Knowledge/Skills</span></strong></span></p> <ul> <li><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Strong proficiency in Word, Excel and databases with the ability to navigate multiple systems</span></li> <li><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Exceptional communication skills both verbal and written with the ability to communicate effectively with all different types of patients</span></li> <li><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">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</span></li> <li><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Passionate and eager to learn new skills</span></li> <li><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Demonstrated strong organizational skills</span></li> <li><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Thrives in a team environment but is also self sufficient</span></li> <li><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Curious and inquisitive</span></li> <li><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Ability to adapt to an ever-changing environment</span></li> <li><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Commitment to patient satisfaction</span></li> </ul> <p> </p><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p>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.</p> <p> </p> <p>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.</p></div><div class="title">US Pay Range</div><div class="pay-range"><span>$20.77</span><span class="divider">—</span><span>$27.26 USD</span></div></div></div><div class="content-conclusion"><p>To learn more about our Privacy Statement follow this link - <a href="https://tactilemedical.com/privacy-statement/">https://tactilemedical.com/privacy-statement/</a></p> <p>To learn more about our California Privacy Notice follow this link - <a href="https://tactilemedical.com/california-privacy-notice/" target="_blank">https://tactilemedical.com/california-privacy-notice/</a></p></div>