Technical Service Representative II (Remote)

Arthrex•Remote, OR

3d•$21 - $31•Remote

About The Position

Arthrex, Inc., a global medical device company focused on orthopedic product development and medical education, is seeking a customer-focused Technical Service Representative II to provide advanced remote technical support for Synergy product inquiries from customers and sales representatives. The role provides expertise on Synergy products and accessories, including troubleshooting, preventative maintenance guidance, and product-use information. The representative owns remote resolution of technical service requests and supports customers in a fast-paced, high-volume environment. The role requires effective communication and coordination with external customers and internal teams, timely follow-up, accurate documentation, and escalation or routing of issues as appropriate. The current schedule is 11:00 a.m. to 8:00 p.m. EST. Schedules may change based on business needs, and flexibility for schedule changes and overtime is required. This is a remote position requiring reliable high-speed internet and a dedicated workspace suitable for uninterrupted customer interactions and technical troubleshooting. Applicants must be authorized to work in the United States without current or future employer sponsorship.

Requirements

High school diploma or equivalent.
At least one year of successful call center experience.
Experience with business applications such as databases, data entry, or ERP systems.
Experience working directly with customers and sales representatives in a customer service capacity.
Strong time management and organizational skills.
Ability to manage multiple responsibilities.
Strong written and verbal communication and presentation skills.
Ability to work across different areas of the business.
Problem-solving and critical-thinking skills.
Ability to learn new skills and technologies needed for the job.
Knowledge of ERP and CRM systems and best practices.
Ability to capture and document customer input accurately.
Ability to research and triage customer needs and communicate with relevant teams.
Creative and analytical thinking.
Strong sense of ownership and responsibility.
Calm and patient demeanor when working under pressure.
Ability to comprehend, apply, and communicate language skills required for the job, and to write and record information according to procedures.
Flexibility to accommodate schedule changes and overtime as required.
Reliable high-speed internet and a dedicated workspace suitable for uninterrupted customer interactions and technical troubleshooting.
Authorization to work in the United States without current or future employer sponsorship.

Nice To Haves

Associate of Arts, Associate of Science, or higher degree in a technical field.
Three years of call center experience.
Experience with Salesforce or other CRM/SMS systems, particularly in ticketing or customer service.
Experience working in a regulated industry such as medical devices, pharmaceuticals, or defense.
Ability to interface with personnel across multifunctional departments.
Ability to interface with internal team members and external customers as part of a solution-based service process.

Responsibilities

Maintain customer and Arthrex service records and other administrative responsibilities.
Ensure customer service requests are handed off cleanly to the appropriate Arthrex team.
Focus on customer needs and satisfaction while strengthening customer relationships and business partnerships.
Promptly escalate at-risk customers and work with internal partners and customers to define and implement corrective action plans.
Communicate clearly and effectively with coworkers and customers, verbally and in writing.
Maintain frequent customer communication to ensure resolution, appropriate follow-up, and customer satisfaction.
Resolve customer issues with distributors, sales representatives, and medical professionals.
Provide phone support to Arthrex sales agency representatives and medical facility employees.
Intake and route product-related issues through the ticketing system.
Provide accurate and timely RMAs to support the Technical Assistance Center team.
Facilitate customer service functions such as account credits, product exchanges, upgrades, and replacements.
Collaborate with Quality, Logistics, Contracts, Customer Service, and other internal teams to resolve customer issues in a timely manner.
Collaborate with the Arthrex team to develop and deliver technical training to Technical Support team members.
Own remote resolution of technical service requests.
Keep team members informed about the status of issues for their designated customers.
Meet established contact center transactional goals, including ticket SLAs and ticket and call quality.
Assist with technical escalations and support on-call team members as needed.