Technical Sales Support Specialist I

Boston Scientific•Rochester, MN

12d•Hybrid

About The Position

At Boston Scientific, the Technical Sales Support Specialist I is responsible for supporting the initiatives of the Customer Experience organization including responses to inquiries from both internal and external customers with the goal of delivering consistent performance that achieves the highest level of customer satisfaction and loyalty. You will also liaise with the internal marketing, engineering, and systems administration teams. Must be knowledgeable about computer hardware, software, troubleshooting technology-related issues, and technical problem solving.

Requirements

Bachelor’s degree or the equivalent combination of education and experience required
1-2 years customer service experience.
Ability to work on a schedule of 10:00 a.m. to 7:00 p.m. CST, five days per week, and participate in a rotational on-call schedule.

Nice To Haves

Proficiency with MS Office (Word, Excel and PowerPoint)
Effective communication skills, including listening, writing, and speaking
Strong time management skills and ability to effectively manage multiple priorities
Strong analytical, problem-solving, and interpersonal skills
Ability to translate customer requirements into product functionality and design
Ability to work independently and integrate into a team environment
Experience providing customer support for software applications
Experience conducting training for existing customers or prospects
Ability to lead training sessions with confidence
Previous experience within software industry or clinical research is preferred

Responsibilities

Troubleshoots technical problems to determine the root cause while providing the client with timely status updates until resolution.
Become a software expert in your assigned software application(s).
Demonstrate responsiveness and sense of urgency in all customer interactions.
Document cases and customer interactions using issue tracking system.
Supports QMS requirements related to compliant customer Vigilance and MDR compliant handling.
Participates in the creation and maintenance of a Support knowledgebase content.
Research issues by collaborating with other internal resources when a solution is not readily available.
Advocate for customers by coordinating and communicating suggestions for software enhancements.
Supports equipment set-up needs, account specific application configurations, and trains healthcare professionals in the use of CDx Services products.
Participates as an important member of the Customer Service Team (which includes Director of Customer Service, Managers of Customer Service and other Customer Service Team Members).
Reports system malfunctions or performance issues to appropriate CDx Services Support personnel and outsourced providers; and works to support the correction of such deficiencies while informing stakeholders of the corrective status.
Provides support for internal teams including clinical trials, deployment services, marketing, and sales.
Assists the System Test team in conducting validation and verification activities.
Works to achieve the day-to-day Customer Service Team’s quality objectives and goals.
Ability to travel to customer site to resolve issues or deliver training.
Performs requisite administrative tasks, including but not limited to preparing reports, procedures, and other necessary documentation.
Participate in an on-call rotation for after-hours support (approximately once quarterly)