Product Customer Support

Elite Technical is looking for 2 passionate and customer-focused Product Customer Support experts for one of its global Medical Device clients.

These Product Specialists will both be essential members of our client's team supporting the implementation of and on-going support for a next generation Digital Surgery platform.

The product specialist serves as a primary point of contact for healthcare professionals and patients. This position requires a high level of professionalism and dedication to meeting all stakeholders' requests promptly and accurately in a fast-paced setting.

Specific job responsibilities include:
• Serve as first point of contact on solution-specific inquiries by utilizing product documents. Become familiar with company web sites and applications available for health care professionals and patients.

• Perform coordination and tracking duties on solution startups and development. These duties include but are not limited to: Handling customer inquiries, training customers on the solution, partnering with research and development teams to prioritize account specifics item creation, generating status reports, and performing transactions in cloud-based case management system to ensure production milestones are achieved.

• Educate health care professionals and patients about solution offerings and troubleshoot technical challenges in navigating customer web portals.

• Conduct demonstrations and trainings with healthcare professionals.

• Process new customer registrations and update/maintain existing customer portals.

• Provide web and mobile application navigational support for customers and patients.

• Direct collaboration with all internal production departments, development engineers and marketing managers.

• Serve as liaison between the customer and development team to ensure solution items are received in the proper format.

• Organize and keep track of a large number of documents for each customer.

Required Skills

* Bachelor's Degree Required
* Minimum of 3 years in a customer facing role (internal and external)
* Experience in the Healthcare industry heavily preferred (other highly regulated industries would apply)
* Experience with Customer Relationship Management (CRM) software (they prefer
* Experience conducting virtual product demonstrations
(+) Familiarity with EMR/EHR (electronic medical records/electronic health records)
(+) Account Management or Project Management experience

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Warsaw, IN



Anticipated Start Date

Monday, May 10, 2021

Job Type


Anticipated Duration

1-2 years

Date Posted

Monday, March 29, 2021

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Elite Technical Services, Inc. participates in the E-Verify program to confirm the employment eligibility of all persons hired. This means that we will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's Form I-9 to confirm work authorization. Elite Technical Services, Inc. will not use E-Verify to pre-screen job applicants.

Elite Technical Services, Inc. is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.