Diabetes Technical Support Representative IV

Gratitude Inc

416 Views

14 hours ago

3-5 Year(s)

₱ 20 - ₱ 50K p.a

Job Description

Key Skills

Communication Detail oriented Patient Centric Mindset MS Office Advanced Proficiency

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Position Title: Diabetes Technical Support Representative IV

System Title: Product Support Representative IV

POSITION DESCRIPTION (JOB PURPOSE):

The Diabetes Technical Support representative supporting US Diabetes 24-hr technical support Team will be an expert in the Diabetes products troubleshooting, product-usage and possesses patient care mindset. He/she will be answering incoming calls for US Domestic and do the necessary Diabetes product troubleshooting with patients, process replacement products, document product complaint and analyze patient data efficiently and submit them to Medtronic SAP and other required systems.

A strong predictor of success is the ability to communicate effectively with both internal and external stakeholders in all applicable modes of communication, accurately document sensitive and accurate product complaint, deliver first call resolution as well as strong and positive Net Promoter Score after the call.

POSITION RESPONSIBILITIES:

•Provide front-line product troubleshooting process to patients as applicable by using highly regulated product troubleshooting steps. He must have skills to identify patient unmet needs and utilize effective objection handling techniques.

•Works closely with Territory Managers and/or Regional Sales team to provide customer case and sales support.

•Promotes, educates patients on different ways to use the products (CGM, Pump, Carelink) to optimize therapy.

•Supports customers, dealers, distributors and sales personnel by responding to product related questions, issues and problems as guided by established process; procedures and Medtronic approved product troubleshooting guide.

•Performs technical troubleshooting on Diabetes products such as New Generation Pump, Continuous Glaucous Monitoring (CGM), Transmitter and other patient related products following the strict trouble shooting steps- Desktop Operating Procedure (DOP).

•Documents troubleshooting results through SAP CRM and processes replacement orders where necessary.

• Responsible to ensure product complaint documentation is completed with all the necessary information in compliant to Medtronic Global Complaint Process.

•Measure the success of the efforts through monitoring patient retention, patient learning metrics, quality scores and customer satisfaction ratings.

•Provides timely communication of appropriate information to the patient’s Diabetes Educator, Field Rep or Territory Manager as needed.

•Testing and conducting “proof of concept” sessions with patients to build web and mobile interactive solutions.

•Maybe assigned to also support Clinical trial patients to assist in new product launch.

•Perform other duties as assigned.

DESIRED/PREFERRED EXPERIENCE & QUALIFICATIONS:

3-5 years of experience in customer care, product troubleshooting or patient support role.

Minimum of 3-5 years of experience in the BPO/Call center or Shared Services environment preferably with overseas markets (APAC, US, EMEA, etc.)

Patient Centric professional who will go above and beyond to support and save lives the lives our Patients.

Experience in medical device or healthcare industry preferred but not required

Excellent communication and interpersonal skills with demonstrated ability to build strong patient relationships

Solution orientated with a “can do” attitude and proactive, bias for action nature

Demonstrates initiative and innovation to generate ideas and solutions in different situations

Results orientated – Self-motivated and positive

BASIC QUALIFICATIONS:

• Excellent verbal and written communication skills.

• Detail oriented

• Patient Centric Mindset

• Ability to listen and must know how to demonstrate empathy.

• MS Office Advanced Proficiency

• Tertiary degree

Role

Customer Service Executive -Technical

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Process

Voice

Functional Area

ITES / BPO / Customer Service

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Dolapo Ola

Recruiter - Gratitude Inc

NA, nigeria

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