Customer Technical Support Specialist

Position Overview

This role supports customers through inbound phone calls, providing guidance and troubleshooting assistance as the first line of support.

This position will serve as the primary point of contact for existing Outset customers and internal field teams, including clinical users, hospital-based users, home users and caregivers, and Outset field-based personnel. The role is responsible for ensuring that these various groups feel valued by Outset by understanding the customer's needs and their environment in order to provide technical and clinical support for all Outset products. The position is expected to drive resolution of customer challenges and appropriately escalate issues that cannot be resolved. Accurate documentation of all complaints will be recorded in Outset's CRM. This role must understand and adhere to established processes while making recommendations to improve overall team efficiency and deliver a high level of customer support that drives satisfaction.

This position works closely with Escalation Support, Product Support, Field Service Engineering, Clinical Field Specialists, and Sales. The role serves as the primary point of contact for customer issues post-sale and acts as the initial problem solver for issues customers may encounter. The position leverages all available tools to resolve customer challenges in real time, enabling treatments to continue and reducing the need to dispatch Outset Field Service teams. The role requires the ability to communicate clearly in customer-friendly language and guide customers through troubleshooting steps as needed. Prior experience troubleshooting technical products either in person or via telephone is important, along with strong computer skills.

This position is expected to perform duties during regularly scheduled shifts and participate in an on-call, weekend, and holiday rotation. Occasional travel is required for activities such as team meetings, training, and field ride-alongs.

Essential Job Functions and Responsibilities:

• Provides technical and clinical support to customers and field personnel including Sales and Service.
• Maintains documentation and detailed reporting via electronic format in Salesforce (CRM), which includes case creation, detailed description of inquiry or problem, and clear customer resolution.
• Consults with Escalation Support Engineers as required and apply technical knowledge to diagnose problems.
• Maintains open communication with local support teams to ensure problem resolution and customer satisfaction.
• Maintains problem ownership & accountability until issues are resolved or handed off to another department.
• Follows up on problems, identifies recurring issues, process status, and follow through with customer.
• Coordinates and schedules remote software updates.
• Manages updating internal/external customer TabloHub accounts.
• Maintains a knowledge base of the products and services available to the customer.
• Operates within acceptable parameters and call handling expectations.
• Fosters positive customer relations by responding to complaints/inquires in a cooperative, supportive, and professional and efficient manner.

Required Qualifications:

• Associate's degree in medical or technical field (preferred) with 1-2 years of experience or military equivalent. Two or more years of applicable experience may be substituted for the formal education requirement.
• Advanced English proficiency (spoken and written) required
  , including the ability to conduct technical conversations over the phone and accurately document cases in English.
• Regularly scheduled 8-hour shift, with additional on call, weekend, and holiday rotation.
• Possess solid customer service skills. Ability to ensure effective troubleshooting techniques with end users of various levels of technical expertise
• Demonstrated technical ability to comprehend technical issues and read technical manuals.
• Strong verbal and written communication skills including good grammar, enunciation and listening.
• Self-motivated with strong work ethic, able to work independently and within a team.
• Ability to travel 10%

Mission Critical Competencies:

1. Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
2. Intellectual Horsepower - Is bright and intelligent; deals with concepts and complexity comfortably; described as intellectually sharp, capable, and agile.
3. Composure - Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn't show frustration when resisted or blocked; is a settling influence in a crisis.
4. Functional/Technical Skills - Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.

Desired Qualifications:

• Friendly, energetic, and personable attitude
• Ability to be flexible and adapt to changing business needs
• Medical device experience is a plus