Advanced Product Support Specialist

Boise, Idaho
Customer Service & Call Center (Office and Administrative Support Occupations)
Job Type
Temp to Perm
Working Hours
Various Shifts Available
US$ 16.00 per hour
Ref. Number
Larson,Cori, Spherion
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Job Description

Responsible for capturing customer technical inquiries via phone calls and emails from prospective and current customers (patients and their support persons and healthcare professionals). Responsible for determining the level of complexity of each contact with the goal of achieving the highest initial resolution. Documents every call into a Client Relationship Management (CRM) system. Troubleshoots and provides technical support for web-based software products. Converses with customers in an empathetic and supportive manner to promote the most precise information relating to the issue. Handles all calls in compliance with all the appropriate regulatory requirements outlined by departmental SOPs.

???Responds to inbound calls and emails arriving randomly to technical support line or inbox.
???Uses software and IT knowledge for user-installed software and web-based applications.
???Answers questions and troubleshoots issues related to use of t: connect application (including our PC/Mac software data up-loader), HCP Portal, Odyssey, and other future software applications.
???Troubleshoots a variety of Windows/Mac computer issues, software/application operations and computer security systems. Provides technical support via phone and/or email.
???Using approved communication guidelines, responds to customer concerns or inquiries.
???Demonstrates good judgment in selecting methods and techniques for obtaining solutions in responding to customer requests.
???Performs timely and satisfactory resolution of calls and on-line contacts.
???Uses training materials and process flow charts to record accurate and thorough documentation of customer contact calls and emails within the CRM system.
???Identifies potential health and safety issues with products and follows appropriate internal notification procedures.
???Meets or exceeds Customer Technical Support metrics.
???Acts as a customer advocate to represent customer needs internally.
???Confirms completion of required training plan before assuming job responsibilities.
???Ensures work is performed in compliance with company policies including Privacy/HIPAA and other regulatory, legal, and safety requirements.

Working hours: Various Shifts Available

--Ability to read and follow flow diagrams and work with decision trees.
--Knowledge of Computer Operating Systems, Windows & Mac Based Systems.
--Solid understanding of web-based software and the ability to troubleshoot browser and network specific issues.
--Knowledge of FDA requirements and adverse event reporting preferred.
--Knowledge of / experience in network security and familiarity with processes such as driver installation.
--Knowledge of HIPAA desired.
--Clear communication skills to impart product information over the telephone to patients/health care support.
--Skilled at presenting information in a clear, concise manner to all levels within the department.
--Skilled at contributing on a consistent basis to team initiatives in a thorough and timely manner.
--Able to react to changing situations in a timely, calm, and confident manner.
--Working knowledge of Microsoft Office applications including Word, Excel and Outlook preferred.
--Ability to type at least 55wpm with a high rate of accuracy.
--Bilingual-English/Spanish desired.
--Flexibility to work weekends, holidays and beyond regularly scheduled workday as needed.


1-4 years

Associates Degree
1+ years Customer Service

Please call or text 208-514-2044 to Schedule an Interview

Spherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to

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