Customer Care - Product Technical Support Specialist - Hybrid

A Product Technical Support Specialist provides essential technical guidance and support for medical products, ensuring prompt resolutions to issues faced by patients and medical professionals. The role involves troubleshooting, documentation, regulatory compliance, and collaboration with cross‑functional teams to improve product performance.

• Analyze problems, diagnose probable causes, and utilize troubleshooting techniques to resolve basic to complex product issues
• Guide or educate patients and customers on proper product maintenance and use
• Ensure adherence to regulatory guidelines in product support activities
• Provide 24/7 backup support for patients and clinicians
• Document and maintain comprehensive records of customer interactions
• Identify, record, and document alleged product deficiencies in accordance with company policy and regulations
• Engage with patients, field sales, medical personnel, and cross‑functional colleagues to provide timely product education and issue resolution
• Identify patterns in customer issues to suggest product improvements or updates
• Stay current with product updates, technical specifications, and troubleshooting requirements
• Participate in cross‑functional team meetings to share challenges and contribute to product and service improvement
• Work independently, manage time effectively, and prioritize tasks in a dynamic, fast‑paced environment
• Collaborate with Customer Support and Field Personnel to dispatch representatives to patient locations as required

• Strong communication skills, both oral and written
• Technical aptitude and experience troubleshooting basic to complex product‑related technical systems
• Computer literacy with office applications
• Experience with CRM systems, knowledge base, and support tools
• Fluency in Spanish (listening, speaking, reading, writing) – a plus
• Medical or clinical experience – a plus
• Associate’s or Bachelor’s degree in a related field (preferred)