Technical Support Specialist

Summary

Join Brainlab as a remote support specialist, providing phone and screen-sharing support for oncology and surgery products. You will deliver professional service on the customer hotline, troubleshoot issues, and document all actions in Salesforce. The role requires strong problem-solving and communication skills, the ability to manage multiple customers simultaneously, and adherence to established policies and procedures. You will also need to keep customers updated on their cases and maintain control of large-scale issues. The position offers a competitive compensation package and benefits.

Requirements

• B.S. in Biomedical Engineering, Computer Engineering or equivalent life sciences (i.e. Biology, Neuroscience) or STEM field
• Two year Associate’s degree with relevant clinical / technical support experience may also be considered
• High comfort level with software and technology in general
• The ideal candidate accepts ownership for effectively solving customer issues , complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior
• Excellent written and verbal communication skills in English
• Strong phone and verbal communication skills along with active listening
• Detail oriented individual with strong problem solving skills
• Must be a self-starter, working without close supervision and be able to complete tasks on time according to established policies and procedures
• Strong sense of professionalism, with the confidence and adaptability to different personality types, including senior management
• Ability to multi-task, set priorities and manage time effectively
• Works well in a team environment and individually
• Ability to travel 20% for training during the first six months. Travel for 10% thereafter

Responsibilities

• Provide remote support (phone and screen sharing sessions) for Oncology and Surgery Business products – including clinical workflows that involve both Software and Hardware
• Delivery of professional service on the customer hotline according to the SOP Hotline
• Able to apply job skills successfully under stressful conditions while supporting multiple customers using products in a clinical environment
• Optimize service quality and maximize customer satisfaction
• Document in Salesforce all remote support actions (phone call, email, Brainlab Connected Care session) with relevant customer communication and deliverables
• Independently perform routine troubleshooting by providing remote guidance and assistance to clinical users during treatment
• Keep customers up-to-date regarding their cases and complaints
• Field customer questions/requests and conduct investigations to resolve issues consistent with established policies and procedures
• Maintain control of large-scale issues with proper reporting and updates
• Read, analyze, interpret and digest product information for new Brainlab product releases
• Meet personal/team qualitative and quantitative targets

Preferred Qualifications

• Previous experience in any type of customer service role is preferred
• Additional fluency in Spanish and/or Portuguese will be a plus

Benefits

• Medical
• Dental
• Life
• LTD
• STD
• Matching 401k benefits