Customer Support Specialist

Customer Support Specialist

Surgical Science is the leading supplier of medical training simulators for surgery and imaging. Our training systems are used by medical training centers and institutions worldwide for practice, validation, and certification of students, surgeons, and medical doctors.

About the Organization

Surgical Science is a simulation company – supplying virtual reality simulators and stand-alone software for medical training to hospitals as well as to the medical device industry. The headquarters are in Gothenburg, with additional offices in Stockholm, Tel Aviv, Cleveland, and Seattle.

The virtual reality simulators are used by medical training centers and institutes worldwide for practice, validation and certification of students, surgeons, and medical doctors. Projects are also run with industrial partners in MedTech, for example to supply software for brand-specific robotic surgery training.

Surgical Science as Your Employer

Surgical Science is a global and continuously expanding organization. You will be a part of a dynamic and creative environment. We make sure to make room for all employees to influence and contribute with their own experience and knowledge. We are confident that diversity is crucial for innovation and growth. Join a welcoming and open team!

Surgical Science provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Job Summary:

The ideal candidate for this Customer Support Specialist role would be someone willing to learn new skills and embrace challenges. The team operates in a high-energy, fast-paced, collaborative environment and requires an individual to be self-motivated and passionate about problem solving. The position will work in a customer-facing environment within the healthcare industry to ensure customer satisfaction.

Responsibilities:

· Work independently and proactively to provide technical and phone support.

· Document and update customer records based on interactions with customers.

· Educate client personnel (physicians, surgeons, etc.) on the use of the products.

· Develop and maintain a knowledge base of evolving products and services.

· Troubleshoot and resolve product issues and concerns.

· Maintain demo equipment and parts inventory.

· Oversee the daily operations, including ticket management, prioritization, and resolution.

· Great communication within a team environment.

Knowledge, Skills & Abilities:

· Proficient in troubleshooting, configuring, installing, and repairing electronic systems and computers.

· Demonstrate knowledge of Microsoft Windows operating systems.

· Solid knowledge of electro/mechanical device repair with attention to detail.

· Ability to speak effectively to customers and act in an advisory capacity.

· Requires exceptional interpersonal and communication skills in the business environment and a commitment to represent Surgical Science with its customers professionally.

· Ability to work effectively and efficiently under tight deadlines with multiple interruptions.

· Prior experience with ticketing systems with great attention to detail.

Qualifications:

· 2 years of experience in Customer Support.

· Ability to build rapport with customers.

· Ability to prioritize and multitask.

· PC software and hardware proficiency.