Our Technical Support Representatives support customers who own OCULUS medial devices that are connected to software and networked. This includes speaking with customers on the phone to provide technical and network problem resolution by asking questions to diagnosis the issue while guiding them through step-by-step solutions. Solutions may include uninstalling/reinstalling basic software applications, verifying proper hardware and software set up, or power cycling equipment. This position is also cross trained to perform first level inspections and minor repairs on devices.
Essential Responsibilities (other duties may be assigned):
Follow standard processes and procedures to diagnose and resolve technical hardware and software issues in a user-friendly and professional manner.
Deliver service and support to customers over the phone or via remote connection when available.
Gather customer’s information and determine the issue by evaluating technical data.
Interact with customers in response to inquiries, concerns, and requests about products and services.
Listen and speak to customers with empathy in response to the inquiry.
Redirect elevated issues to the appropriate internal resource.
Accurately process and record call transactions using a designated tracking software.
Follow up and make scheduled call backs to customers when necessary.
Stay current with system information, changes, and updates.
Assist with minor equipment repairs and shipping/receiving.