Title: Technical Support RepresentativeLocation: Field Based Position, U.S.Job Summary: |
We are seeking a full-time Technical Support Representative located in the western half of the US. Reporting to the Manager of Technical support, The Technical Support Representative will be the primary point of contact for patients and caregivers contacting Novocure with device support requests. The Technical Support Representative is responsible for identifying the customer issue and providing a solution in order to resolve the case or routing requests to the correct department. Contact methods will include phone, e-mail, and referral requests from within Novocure. This position is a field based position and will involve providing support during normal and/or extended work hours and weekends. This is a non-exempt position.
Essential Duties Responsibilities:
Interface directly with patients and caregivers regarding the Novocure TTF system
Ownership of patient/customer requests
Professionally listen to and resolve customer complaints and escalate as appropriate
Obtain and evaluate all relevant information to handle inquiries and complaints
Follow up of past complaints and requests to ensure delivery or resolution
Accurately record details of all customer interactions in compliance with FDA guidelines
Communicate and coordinate with internal departments as needed
Provide exceptional customer service by following up on customer interactions
Meet performance goals as set by management
Use of company specific CRM and ERP software platforms
DME provider experience
Medical industry experience
Prior remote support experience
Prior relevant work experience providing some form of technical support
Exceptional written and verbal communication skills
Solid working knowledge in the use of Excel, Word, and Outlook
Quick learning and the ability to adjust in a fast paced, growing work environment
Outstanding customer service skills and a dedication to the customer service experience
Experience with documenting procedures while speaking with customers
Problem solving skills that can be applied in a compassionate manner
High School diploma or equivalent, AS or BS degree preferred
Ability to work remotely if needed or after normal work hours
The employee is expected to work 5 days per week from the Portsmouth, NH facility.
Attention to detail/follow up
Self-motivated able to work with limited supervision
Positive and energetic
In addition to the above, other duties may be assigned from time to time by the Company.
Ability to lift up to 15 pounds
Performance Behavior Competencies:
The following list describes the performance behaviors necessary to meet the minimum requirements.
Attitude Enthusiasm: Must have a positive, "can do" attitude.
Communication: Be able to communicate clearly and effectively.
Dependability/Perseverance: always willing to go the extra mile to complete projects on schedule.
Flexibility: Can accept change and is flexible toward change. Have the ability to redirect work and priorities to be in alignment with the strategic corporate goals. Counted on to achieve objectives and be flexible to take on other tasks when required.
Judgment: Be able to make sound judgments and escalate when in doubt.
Planning/Scheduling: Handle multiple projects and priorities in order to meet required deadlines. Ability to plan ahead and foresee company needs.
Professionalism: adhere to a high level of professionalism by demonstrating ethical behavior.
Teamwork: work with others in contributing to the overall success of the company.