Technical Support Associate

Job description

Work Environment Must be available to work varying shifts, including participation in a rotating 24/7 support schedule. Overtime may be required based on business needs. Key Responsibilities: Provide first-level technical support for Peritoneal Dialysis (PD) devices, equipment, accessories, software applications, and connectivity solutions through phone, email, chat, and case management systems. Diagnose, troubleshoot, and resolve technical issues related to PD therapy devices, system alarms, device performance, software functionality, data transmission, and connectivity while adhering to approved troubleshooting procedures. Support patients, caregivers, healthcare professionals, and internal stakeholders by delivering timely, accurate, and professional assistance to ensure therapy continuity and customer satisfaction. Effectively communicate technical concepts and troubleshooting instructions to users with varying levels of technical and clinical knowledge, demonstrating patience, empathy, and active listening throughout every interaction. Accurately document customer contacts, troubleshooting activities, device information, case details, resolutions, and follow-up actions in accordance with company policies, quality standards, and regulatory requirements. Investigate, prioritize, and manage customer cases through resolution while maintaining ownership of the customer experience and ensuring timely communication and follow-up. Escalate advanced technical issues, product complaints, safety concerns, device malfunctions, and unresolved cases to the appropriate Clinical, Engineering, Quality, Product Support, or Field Service teams following established escalation protocols. Recognize and appropriately report product complaints, adverse events, and patient safety concerns in compliance with applicable healthcare, regulatory, and quality system requirements. Maintain expertise in Peritoneal Dialysis therapies, supported products, troubleshooting methodologies, operating procedures, and customer support tools through ongoing training and continuous learning. Meet or exceed established performance expectations, including quality scores, customer satisfaction, case documentation accuracy, response times, first-contact resolution, productivity, and schedule adherence metrics. Collaborate effectively with cross-functional teams, including Clinical Support, Technical Services, Engineering, Quality Assurance, and Operations, to resolve customer issues and improve service delivery. Contribute to knowledge management initiatives by identifying recurring issues, updating documentation, sharing best practices, and supporting the development of troubleshooting resources and process improvements. Support training, coaching, and onboarding efforts by sharing technical knowledge and assisting in the development of team capabilities and operational excellence. Assist with administrative tasks, reporting requirements, customer follow-ups, special projects, system testing, and other duties as assigned. Adhere to all company policies, confidentiality requirements, data privacy standards, regulatory obligations, and compliance guidelines when handling customer, patient, and device-related information. Qualifications High School Diploma, GED, or equivalent required; Associate's Degree preferred. Minimum of 4 years of experience in technical support, help desk, contact center, healthcare technology, or a related field. Strong troubleshooting, analytical, and critical-thinking skills. Excellent verbal and written communication skills. Proficient in computer systems, databases, and productivity applications. Strong organization, multitasking, and time-management abilities. Ability to handle confidential information with professionalism and discretion. Spanish language proficiency is a plus.