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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing advanced technical support for Synergy products, including troubleshooting and customer relationship management. Proficient in utilizing CRM and ERP systems to enhance customer satisfaction and streamline service processes.
Highest-signal resume keywords
Technical Support ExpertiseCustomer Relationship ManagementTroubleshooting AbilitiesExperience With CRM SystemsCall Center Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingData EntryTechnical TrainingTechnical DocumentationProblem-SolvingAnalytical SkillsCritical ThinkingTime ManagementTriagePresentation Skills
Soft Skills
CommunicationOrganizationFlexibility
Tools & Technologies
SalesforceCRM SystemsERP SystemsTicketing System
Industry Keywords
Medical DevicePharmaRegulated IndustryCustomer Service
Tech Stack
Tools & technologiesERP
About the role
Key responsibilities & impact- Provide advanced technical support for Synergy product inquiries from customers and sales representatives
- Provide technical expertise on Synergy products and accessories, including troubleshooting, preventative maintenance guidance, and product usage information
- Maintain customer and Arthrex service records
- Manage clean hand-offs of customer service requests to appropriate Arthrex teams
- Build customer relationships and focus on customer satisfaction
- Escalate at-risk customers and coordinate corrective action plans
- Communicate clearly with coworkers and customers verbally and in writing
- Maintain frequent customer communication for resolution and follow-up
- Resolve issues for distributors, sales representatives, and medical professionals
- Deliver phone support to sales agency representatives and medical facility employees
- Intake and route product-related issues through the ticketing system
- Provide accurate and timely RMAs to the Technical Assistance Center
- Facilitate account credits, product exchanges, upgrades, and replacements
- Collaborate with Quality, Logistics, Contracts, and Customer Service teams
- Develop and deliver technical training to Technical Support team members
- Own remote resolution of technical service requests
- Track issue status with team members and designated customers
- Meet contact-center goals, including ticket SLAs, ticket quality, and call quality
- Assist with technical escalations and support on-call team members as needed
Requirements
What you’ll need- High school diploma or equivalent required
- AA, AS, or higher in a technical field preferred
- One year working successfully in a call center required; three years preferred
- Experience with business applications such as databases, data entry, or ERP systems required
- Experience working directly with customers and sales representatives in a customer service capacity required
- Experience with Salesforce or other CRM/SMS systems, particularly in a ticketing or customer service capacity preferred
- Experience working in a regulated industry such as medical device, pharma, defense, etc. preferred
- Proven troubleshooting abilities, critical thinking skills, and experience resolving complex technical issues
- Reliable high-speed internet and a dedicated workspace supporting uninterrupted customer interactions and technical troubleshooting
- Flexibility to accommodate shift or schedule changes and overtime as required
- Applicants must be authorized to work in the United States without current or future employer sponsorship
- Strong time management, organization, communication, presentation, problem-solving, critical-thinking, research, triage, documentation, and analytical skills
- Knowledge of ERP and CRM systems and best practices
- Ability to learn new skills and technologies
Benefits
Comp & perks- 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)