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 work independently, and the capacity to manage multiple customers in a clinical environment. You will also need to stay updated on new product releases and meet individual and team targets. 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