Medical Technical Support Specialist

TEKsystems • Sacramento, CA

20h • $19 - $19 • Remote

About The Position

Make a difference in patients’ lives while using your customer service and technical troubleshooting skills. In this role, you will provide frontline support to customers. This is an excellent opportunity for candidates with experience in healthcare, medical devices, IT help desk, technical support, call centers, or other customer-facing environments.

Requirements

• Healthcare, medical device, diabetes care, or patient support experience.
• Experience using CRM platforms such as Salesforce, Zendesk, or similar systems.
• Experience troubleshooting mobile applications, software, device connectivity, and internet-related issues.
• IT Help Desk, Technical Support, or Service Desk experience.

Nice To Haves

• Bilingual English/Spanish or English/French skills a plus.

Responsibilities

• Provide timely and effective support for inbound customer calls and online inquiries related to medical products.
• Deliver chat support and make outbound customer calls as needed.
• Troubleshoot issues involving devices, mobile applications, software platforms, and patient portals.
• Follow approved communication guidelines to address customer questions, concerns, and technical issues.
• Exercise sound judgment to identify solutions and resolve customer inquiries efficiently.
• Support customers in urgent or stressful situations while maintaining professionalism and de-escalating concerns when necessary.
• Accurately document customer interactions, troubleshooting steps, and resolutions within the CRM system.
• Analyze system data and logs related to customer-reported issues and product concerns.
• Identify potential product safety concerns and follow established escalation procedures.
• Serve as a customer advocate by sharing feedback and customer insights with internal teams.
• Contribute recommendations to improve support processes, workflows, and customer experience.
• Complete all required training and maintain current product knowledge.
• Meet or exceed quality, productivity, attendance, and customer service performance metrics.
• Ensure compliance with HIPAA, company policies, and applicable regulatory requirements.
• Perform additional duties as assigned.

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed