Support Specialist

This is a fully remote position, open to applicants in Texas.

📋 Description

• Deliver technical assistance and implementation services for Tru-D clients.

• Oversee the servicing of existing devices to uphold Tru-D warranty commitments.

• Identify, manage, mitigate, and escalate service issues as necessary.

• Carry out repairs, troubleshooting, and upgrades.

• Conduct annual preventative maintenance service calls.

• Offer training to both new and existing accounts on the operation of Tru-D devices and the use of associated software.

• Build and nurture strong relationships with customers to ensure high satisfaction and program success.

• Serve as the primary contact for all customer and product-related inquiries, collaborating effectively with various departments to resolve any issues that may arise.

• Monitor client performance using internal Tru-D software tools and dashboards, Key Performance Indicators (KPIs), and reports to enhance utilization.

• Assist with quality investigations to determine root causes, assess customer needs, and provide solutions to enhance their program.

• Facilitate the implementation of new devices through uncrating, inspection, testing, and demonstrations.

• Contribute to sales presentations, demonstrations, and trade shows as required.

• Keep precise records and communications regarding Tru-D’s customer relationships and needs in Salesforce.com and other internal management tools.

• Manage service tools and inventory.

• Travel to various hospital facilities within the territory, adjusting travel plans as needed by customers.

• Be prepared for up to 80% overnight travel as necessary.

• Work schedule may vary to accommodate second and third shift training.

• Participate in on-call support rotation for our 24-hour hotline.

⛳️ Requirements

• An associate’s or bachelor’s degree is preferred.

• Required hospital credentialing must be obtained as needed.

• Proficient computer skills, including Microsoft Office Suite, and a basic understanding of Salesforce.com are preferred.

• Customer service experience is essential.

• Knowledge of healthcare is advantageous.

• Demonstrated reliability in efficiency, accuracy, and attention to detail.

• Strong organizational and interpersonal capabilities.

• Ability to learn rapidly and manage multiple tasks simultaneously.

• Excellent analytical and problem-solving abilities.

• Highly motivated, capable of working independently, multitasking, and collaborating effectively within a team environment.

• Possess a sense of urgency with the capacity to prioritize and apply critical thinking for timely decision-making.

🏝️ Benefits

• Medical, behavioral, and prescription drug coverage.

• Health Savings Account (HSA).

• Dental coverage.

• Vision coverage.

• 401(k) savings plan with company match and profit sharing.

• Basic and supplemental life and AD&D insurance.

• Flexible Spending Accounts (FSAs).

• Short and long-term disability coverage.

• Employee Assistance Program (EAP).

• Health Advocacy Program.

• Voluntary benefits such as legal services, critical illness, hospital indemnity, accident coverage, ID theft and fraud protection, pet insurance, and employee discounts.

• Paid time off programs including sick and safe leave, vacation, company and floating holidays, paid parental leave, and, depending on the position, summer hours and flexible place/flex time options.

• Monthly car allowance, mileage reimbursement, and company-issued phone and laptop.