Associate Support Tech
Fresenius Medical Care•Waltham, MA
About The Position
The Associate Support Technician provides technical support for diverse customer telephone inquiries about applicable devices within assigned areas of responsibility. The role communicates operational and technical support to diverse audiences and delivers outstanding customer service through effective, timely communication. The position also supports assigned functions through cross-divisional meetings and projects, and may include department- or location-specific responsibilities.
Requirements
- High school diploma or equivalent experience.
- Two to four years of experience as a technician or in a related role.
- Demonstrated experience in a customer service, call center, or clinical environment.
- Strong computer skills, including proficiency with word processing, database, spreadsheet, and email applications.
- Logical and critical-thinking skills to resolve diverse problems clearly and concisely.
- Excellent customer service skills and the ability to handle confidential information with professionalism, discretion, and tact.
- Strong oral and written communication skills for communicating with diverse audiences and all levels of management.
- Availability for a rotating 24-hour call coverage schedule.
- Availability to work overtime as required.
Nice To Haves
- Associate's degree.
- Dialysis equipment experience.
Responsibilities
- Use effective customer service to address and resolve issues related to hemodialysis machines.
- Document all customer contacts in applicable systems while ensuring data accuracy and integrity.
- Maintain confidential patient and health information in compliance with company policies, HIPAA, and other regulatory requirements.
- Build and maintain working relationships with teams, management, and customers through understanding and applying company policies and procedures during interactions.
- Develop and maintain a solid understanding of hemodialysis machines and their functionality.
- Participate in cross-divisional team meetings as required.
- Assist with projects assigned by the direct supervisor.
- Perform other duties as assigned.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k) with company match
- Paid time off
- Parental leave
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
