Zimmer Biomet needs a technical support specialist to provide Level 1 support to global customers for technology solutions like Mymobility, Persona IQ, and OptiVu, ensuring customer satisfaction and proper incident resolution.
Requirements
- Strong understanding of end-user IT technology; basic understanding of networking technology preferred.
- Experience with an Incident Managements System is highly preferred.
- Good problem solving and assessment capabilities, while maintaining a positive relationship with the customer.
- Technical IT certifications preferred.
- Experience in computer maintenance and support or equivalent combination of education and experience highly preferred.
- Experience in customer support preferred.
- Ability to interact effectively with customers and end-users from different cultures and geographies.
Responsibilities
- Assist patients in downloading the mymobility app and syncing with their Apple watches.
- Assist patients with installing Base Station for PersonaIQ, which entails walking a patient through installing software on a home laptop and connecting it to their WiFi.
- Provide Level 1 support to patient customers to ensure that incidents are being appropriately resolved or escalated appropriately.
- Manage the escalation of incidents to the development team, track escalations through closure and provide closure to internal and external customers.
- Fully document IT support issues and their resolution for increased team efficiency in meeting customer needs.
- IT troubleshooting with a focus on Customer Support for new technology products.
- Report on and communicate Key Performance Indicators for support.
Other
- As the face of Zimmer Biomet, exemplify Core Values during all interactions with external customers and patients.
- This will require a working schedule outside of normal US business hours in order to effectively interact real-time with customers.
- Become a subject matter expert in technology solutions functionality and use. Share this knowledge with both internal team members, customers and end-users.
- Provide internal teams with insight regarding customer usage and trends, in order to improve the overall product.
- Identify and escalate potential customer complaints as necessary to meet regulatory requirements.
- Effective interpersonal and communication skills (written/verbal).
- Proven ability to work under pressure and successfully handle multiple priorities while promoting a friendly and engaging work environment.
- Customer-first and results orientation; acts with a sense of urgency to resolve customer IT issues and delivers results in an efficient and timely manner.
- Independent decision-making required, in order to effectively resolve issues when other staff may not be available (i.e. off hours).
- Ability to cross-functionally collaborate within the Personalized Solutions team as well as across global Zimmer Biomet business units.
- Accuracy, attention to detail and timely follow through are critical.
- High School diploma required; bachelor’s degree in Information Technology or related field preferred.
- Formal education or experience with non-English languages and other cultures is highly desirable.
- Up to 10%
