Product Support Specialist

About the position

As a Product Support Specialist, you will play a key role in delivering expert support to customers via phone, email, chat, and in-person interactions. You will assist with respiratory therapy and sleep diagnostic products, ensuring that customers receive accurate information and troubleshooting assistance. This position entails working in a standard call center environment which includes rotating shift requirements.

Responsibilities

• Provide expert product support to customers via multiple channels (phone, email, chat, and in-person).
• Offer troubleshooting assistance and resolve customer issues related to respiratory therapy and sleep diagnostic products.
• Ensure customers are educated on proper usage and maintenance of equipment.
• Collaborate with other teams to escalate complex issues and ensure timely resolution.
• Maintain thorough knowledge of product features, functions, and troubleshooting processes.
• Document customer interactions and solutions in the support database for future reference and continuous improvement.

Requirements

• 2+ years’ experience in a similar role or relevant clinical experience in a hospital and/or homecare clinical setting.
• A clinical understanding of mechanical ventilation and sleep therapy devices is preferred.
• Practical knowledge of homecare ventilators is preferred.
• Practical knowledge of therapy report interpretation is preferred.
• Professional phone skills and Customer Service Skills are highly desired.
• Graduate of an accredited Respiratory Therapy School (RRT or CRT).
• Current Respiratory Therapy license and in good standing with state licensing board and accreditation agency.
• Basic knowledge of Windows operating systems, including MS Office Suite, is highly desirable.

Benefits

• Generous PTO
• 401k (up to 7% match)
• HSA (with company contribution)
• Stock purchase plan
• Education reimbursement