Customer Service

This position works in Alajuela for one of our clients in the medical industry. As the Remote Care Specialist, you’ll have the chance to work in a Contact Center environment under close and direct supervision on defined work assignments while following established procedures. Exercises basic customer service and technical skills in response to remote monitoring inquiries and complaints from health care professionals, patients, and various internal departments.

What You’ll Do

• Answers inquiries regarding technical issues and/or complaints, as well as adverse events by identifying and collecting information from callers. This must be done using active and clear note-taking; accurately and thoroughly reporting callers’ product experiences.

• Documents patient and clinic system complaints by preparing Field Contact Reports (FCR’s) and forwarding them to the Product Performance Group.

• Product support topics include website navigation, mobile device support, telecommunication connectivity, information, set-up, and troubleshooting for remote care products.

• Consistently meets department’s performance expectations.

• Proactively communicates to his/her supervisor about open cases and/or escalations to ensure priorities and exceptions are clearly set and solutions are in place.

Required Qualifications

• One year of experience in a customer service, product support, IT, telecommunications, or related role.

• Must have knowledge of computer systems including Word, Power Point, Excel, and Outlook.

• Fully Bilingual (English and Spanish).

• Schedule: Monday - Friday, 8:00am - 5:00pm.

Preferred Qualifications

• Experience in the biotech, bio-instruments, or medical devices industries.

• Experience working in a broader enterprise/cross-division business unit model preferred.