Technical Service Representative II

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

📋 Description

• Deliver advanced technical support for inquiries related to Synergy products from both customers and sales representatives.

• Offer technical knowledge on Synergy products and accessories, including troubleshooting, preventive maintenance advice, and usage information.

• Maintain records for customers and Arthrex services.

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

• Cultivate customer relationships with a strong emphasis on satisfaction.

• Identify at-risk customers and coordinate action plans for corrective measures.

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

• Maintain consistent communication with customers for issue resolution and follow-up.

• Address concerns for distributors, sales representatives, and healthcare professionals.

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

• Intake and direct product-related issues through the ticketing system.

• Ensure prompt and accurate RMAs are sent to the Technical Assistance Center.

• Facilitate account credits, product exchanges, upgrades, and replacements as necessary.

• Collaborate with teams in Quality, Logistics, Contracts, and Customer Service.

• Create and deliver technical training for members of the Technical Support team.

• Manage the remote resolution of technical service requests.

• Track the status of issues with team members and assigned customers.

• Achieve contact-center objectives, including ticket SLAs, ticket quality, and call quality.

• Provide assistance with technical escalations and support on-call team members as required.

⛳️ Requirements

• A high school diploma or equivalent is required.

• An AA, AS, or higher degree in a technical field is preferred.

• A minimum of one year of successful experience in a call center is required; three years is preferred.

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

• Direct experience working with customers and sales representatives in a customer service role is required.

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

• Experience in regulated industries such as medical devices, pharmaceuticals, or defense is preferred.

• Demonstrated troubleshooting skills, critical thinking abilities, and experience in resolving complex technical issues.

• Access to reliable high-speed internet and a dedicated workspace to ensure uninterrupted customer interactions and technical troubleshooting.

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

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

• Strong skills in time management, organization, communication, presentation, problem-solving, critical thinking, research, triage, documentation, and analysis.

• Knowledge of ERP and CRM systems along with best practices.

• Capacity to acquire new skills and technologies efficiently.

🏝️ 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).