Digital Support Associate

Intuitive Surgical•Atlanta, GA

49d

About The Position

The Digital Support Associate will provide Tier 1 technical support to medical professionals, internal personnel, and sales representatives for all of Intuitive's Digital Products. The successful candidate demonstrates technical aptitude, a robust troubleshooting methodology, and communication skills while providing excellent customer service to facilitate the timely resolution of customer issues.

Requirements

Minimum CompTIA Net + IT Certification, or two years equivalent experience working in IT or technical support.
Minimum of two years' experience providing customer phone support. IT or technical support experience for direct-to-consumer technology is preferred.
Demonstrated ability to troubleshoot within multiple business systems
Proven cross functional collaboration and escalation management techniques
Basic knowledge of issue ticketing system and ticket/case lifecycle management
Knowledge and understanding of multi-channel contact model including phone, email, chat, and social media platforms
Superior written and verbal communication skills
Ability to be flexible and adapt to changing business needs
Detail oriented, organized, with demonstrated ability to multi-task and shift priorities quickly, while maintaining control under limited supervision
Service-minded team player with a positive attitude and strong work ethic is essential to success
Reliable and regular attendance is expected
Up to 10% travel required

Nice To Haves

Associates Degree in Computer Science or Network Systems Administration preferred
Familiarity with Operating Room protocols, anatomic terminology, and knowledge of Endoscopic vision equipment a plus.
Salesforce experience preferred
Familiarity with Knowledge Management Systems and creating Knowledge Articles

Responsibilities

Provide Tier 1 support for all of Intuitive's Digital Products
Primary for Digital and Networking call triage, providing timely resolution for our customers, including hospital systems and ambulatory surgery centers.
Respond to digital and technical support inquiries and complaints and create/update support tickets according to documented processes and procedures
Accurately log all received issues into our Customer Relationship Management System Effectively resolve up to 95% of Tier 1 issues during first contact
Possess a strong understanding of the support escalation pathway and quickly determine when to escalate incidents to technical teams.
Ability to differentiate issues related to user error and networking roadblocks
Maintain open communication with technical teams to ensure problem resolution and customer satisfaction
Maintain ownership & accountability until issues are resolved or handed off to other departments.
Consistently follow-up on open cases and follow through with customer on case status and resolution
Have a flexible work schedule, including on call hours, weekend rotation and holiday rotation
Understanding of regulatory and internal requirements as it relates the complaint reporting process.
Maintain timely status of training records at all times
Meet or exceed key performance and productivity goals such as quality, service level, knowledge, schedule adherence and other metrics as defined by management
Maintain confidentiality with regard to all customer and company data
Foster and contribute towards a positive and collaborative culture