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Technical Support Specialist

Pleasanton, CA 94588

Posted: 03/15/2023 Employment Type: Contract Job Category: Customer Service Job Number: 553579 Is job remote?: No Country: United States

Job Description


Technical Support Specialist

Purpose: Customer Support Expert for CoolSculpting, CoolSculpting Elite, Cooltone, and Diamond Glow. Exceptional customer service is expected by performing all functions and initiatives to support the daily business needs of the department. You are providing first tier medical device product support for via phone, email, online web tools for all  customers. You will gather technical information pertinent to each inquiry and document in CRM. You can work with our service department to coordinate product replacement logistics and in-field repair scheduling to align with the department goal of the 24-hour product replacement metric. You effectively handle direct communication with our customers and work closely with the Service Team to facilitate non-warranty quotes, orders, and replacements. You track service shipments and communicate status to customers and support & sales team and handle all aspects of warranty and non-warranty service issues. Responsibilities:
  • Provide first tier product support via phone, email, online web tools for current Medical Devices; CoolSculpting, Coolsculpting Elite, Cooltone, and Diamond Glow.
  • Open and handle multiple complaint calls daily. Write, communicate, and submit customer complaints within the required QA timeframe of 2 days.
  • Process and submit service requests in a timely manner.
  • Interface with other departments as needed: Quality Assurance, Customer Support, Service, Shipping, Product Surveillance, Sales, etc.
  • Complete all required training to be able to function in various aspects of position.
  • Serve as the customer advocate and liaison to quickly and fairly resolve service problems for customers.

Qualifications:
  • Associates Degree Required.

Ability to read and understand training and job aids written in English, and communicate with U.S. based customers.
  • Requires minimum of two years experience as Customer Service Representative and demonstrate proficiency in all aspects of that position.
  • Demonstrated oral and written communication skills required to communicate with customers and internal support organizations.
  • Proven demonstrated analytical and problem-solving skills.

Key Stakeholders: Supervisor, Product Support

The staffing industry has seen an increase in people falsely representing themselves as recruiters to gather personal information from job seekers. For your safety, do not provide sensitive data to anyone you have not spoken with thoroughly and never provide banking information during the application process. Candidate safety is a top priority at Planet Pharma.

Planet Pharma and The Planet Group of Companies are equal opportunity employers. It is our practice not to discriminate against any employee or applicant based on any criteria, condition or basis protected by laws or regulations in the locations where we do business. All qualified applicants are encouraged to apply. We celebrate diversity and are committed to providing an environment of mutual respect. We believe that diversity, equity and inclusion enable us to better meet our mission and values while serving our clients across the globe. If you have a disability or handicap and would like us to accommodate you in any reasonable way, please inform your recruiter, or contact us, so that we can discuss the appropriate alternatives available.

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Although this hasn't been an issue at The Planet Group, the staffing industry has seen an increase in people falsely representing themselves as recruiters to gather personal information from job seekers. For your safety, do not provide sensitive data to anyone you have not spoken with thoroughly and never provide banking information during the application process. Candidate safety is a top priority at The Planet Group.

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