Product Support Representative

$42,307 - $55,536/Yr

Tactile Medical - Minneapolis, MN

Full-time - Entry Level

Minneapolis, MN

Merchant Wholesalers, Durable Goods

About the position

The Product Support Representative role at Tactile Medical involves providing customer service and technical support to patients using the company's medical products. The representative will handle inquiries through phone calls, triage customer requests, and collaborate with internal teams to enhance support processes. The position emphasizes effective communication, problem-solving, and a commitment to patient satisfaction.

Responsibilities

• Provide professional, patient support through inbound and outbound calls
• Effectively communicate with patients by active listening and speaking clearly
• Provide technical support for medical devices
• Troubleshoot issues with products and provide resolutions
• Coordinate service on all products as needed
• Handle additional garment or replacement garment requests
• Field incoming calls from patients and handle product service requests
• Triage patient calls to other departments as appropriate
• Process Field Experience Reports (FERs) for complaints or product issues
• Review complaints to determine if Regulatory reporting and/or CAPA's are required
• Update and maintain patient files and database records

Requirements

• Bachelor's degree or equivalent experience
• 3+ years of customer service experience
• Previous experience utilizing problem resolution and de-escalation techniques

Nice-to-haves

• Experience within the healthcare, medical device, and/or patient services arena
• Strong proficiency in Word, Excel and databases
• Exceptional communication skills both verbal and written
• Strong problem solving and listening skills
• Demonstrated strong organizational skills
• Ability to adapt to an ever-changing environment

Benefits

• Dental insurance
• Disability insurance
• Employee stock purchase plan
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Family medical leave
• Volunteer time off