Technical Service Representative I

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

📋 Description

• Act as the main contact for technical support inquiries from customers and sales representatives.

• Offer expert guidance on Synergy products and accessories, including preventive maintenance details and troubleshooting during the Arthrex RMA process.

• Keep customer and Arthrex service records up-to-date.

• Ensure smooth transitions of customer service requests to the relevant Arthrex teams.

• Foster customer relationships and enhance business partnerships.

• Identify at-risk customers and work collaboratively on corrective action plans.

• Communicate effectively and clearly with colleagues and customers both verbally and in writing.

• Maintain regular communication with customers to ensure issues are resolved and followed up on.

• Collaborate with distributors, sales representatives, and medical professionals to resolve issues.

• Provide phone support to sales agency representatives and employees in medical facilities.

• Record and route product-related issues through the ticketing system.

• Deliver accurate and timely RMAs to the Technical Assistance Center.

• Manage account credits, product exchanges, upgrades, and replacements.

• Work in partnership with Quality, Logistics, Contracts, and Customer Service teams to address issues.

⛳️ Requirements

• Minimum of two years of experience with business applications such as databases, data entry systems, or ERP platforms.

• Prior experience working directly with customers and sales representatives in a customer service role is essential.

• High School Diploma or equivalent is required.

• An Associate's degree, Bachelor's degree, or higher in a technical discipline is preferred.

• Background in a regulated industry, such as medical devices, pharmaceuticals, or defense, is preferred.

• Experience with business applications including databases, data entry, or ERP systems is necessary.

• Familiarity with Salesforce or other CRM/SMS systems, particularly in a ticketing or customer service context, is preferred.

• Strong organizational and time management skills are required.

• Ability to manage multiple tasks simultaneously.

• Excellent written, oral, and presentation skills.

• Strong problem-solving and critical thinking abilities.

• Willingness to learn new skills and technologies.

• Proficient in accurately capturing and documenting customer feedback.

• Capable of researching and addressing customer needs while communicating effectively with relevant teams.

• Creative and analytical thinking skills are essential.

• Ability to remain calm and patient under pressure.

• Applicants must be authorized to work in the United States without current or future employer sponsorship.

• Reliable high-speed internet and a dedicated workspace are required.

• Flexibility to adapt to shift or schedule changes and overtime as needed.

🏝️ Benefits

• Medical, Dental, and Vision Insurance.

• Company-Provided Life Insurance.

• Voluntary Life Insurance.

• Flexible Spending Account (FSA).

• Supplemental Insurance Plans (Accident, Cancer, Hospital, Critical Illness).

• Matching 401(k) Retirement Plan.

• Annual Bonus.

• Wellness Incentive Program.

• Gym Reimbursement Program.

• Tuition Reimbursement Program.

• Trip of a Lifetime.

• Paid Parental Leave.

• Paid Time Off.

• Volunteer PTO.

• Employee Assistance Provider (EAP).