Technical Service Representative II (Remote)

Are you a technically skilled problem solver who thrives on delivering exceptional customer support? Join our talented team at a global medical device company focused on Helping Surgeons Treat Their Patients Better™.

Arthrex, Inc. is a global medical device company and a leader in new product development and medical education in orthopedics. We are seeking an experienced, customer-focused professional for a remote Technical Service Representative II that will provide advanced technical support for Synergy product inquiries from customers and sales representatives. In this role, you will provide technical expertise on Synergy products and accessories, including troubleshooting, preventative maintenance guidance, and product usage information.

The ideal candidate will have at least one year of experience in a technical customer service or call center environment supporting remote customers, along with proven troubleshooting abilities, critical thinking skills, and experience resolving complex technical issues. Successful candidates are self-motivated, accountable, and able to work independently with minimal supervision while effectively collaborating across multiple teams. They demonstrate exceptional customer service, communication, and problem-solving skills, proactively share knowledge, identify trends, and coordinate solutions to deliver outstanding customer experience for both external and internal customers in a fast-paced, high-volume support environment. Experience in business applications such as data basses or ERP systems are required, while experience in Salesforce or similar applications is preferred.  

The current schedule for this position is 11:00 a.m. to 8:00 p.m. EST.

Schedules are based on business needs. Candidates must be flexible to accommodate shift or schedule changes and overtime as required.

As a remote position, it will require reliable high-speed internet and a dedicated workspace that supports uninterrupted written and verbal customer interactions and technical troubleshooting throughout scheduled working hours.           

Essential Duties and Responsibilities:

• Keep current on administrative responsibilities such as maintaining customer and Arthrex service records.
• Manage clean hand-off of customer service requests to the appropriate Arthrex team.
• Focus on customer needs and satisfaction while building on and enhancing the relationship with the customer to strengthen business partnerships.
• Escalate at-risk customers to the appropriate Arthrex team promptly and work closely with internal partners and the customer to define and implement corrective action plans.
• Demonstrate ability to communicate clearly and effectively with coworkers and customers (verbally and in writing).
• Maintain regular, frequent communication with customers to ensure resolution and proper follow-up, leading to customer satisfaction.
• Interface with external customers such as distributors, sales reps, and medical professionals to resolve customer issues promptly.
• Deliver world-class phone support to Arthrex sales agency representatives and medical facility employees.
• Intake and route product-related issues through the ticketing system.
• Support the Technical Assistance Center team by providing accurate and timely RMAs.
• Facilitate customer service functions such as account credits, product exchanges, upgrades, or replacement.
• Collaborate effectively with internal customers such as Quality, Logistics, Contracts, and Customer Service teams to ensure customer issues are resolved in a timely manner.
• Collaborate with Arthrex team to develop and deliver technical training to Technical Support team members.
• Own remote resolution of technical service requests.
• Proactively engage with other team members to ensure they are always aware of the status of all issues for their designated customers.
• Deliver world class phone support to Arthrex sales agency representatives and medical facility employees.
• Achieving established goals typical for contact center transactional work, including ticket SLAs, ticket, and call quality.
• Assist with technical escalations & support on-call team members as needed

Experience and Education:

• High school diploma or equivalent required.
• AA, AS, or higher in a technical field is preferred.
• One year working successfully in a call center required; three years preferred.
• Experience with business. Applications such as databases, data entry, or ERP systems is required.
• Experience working directly with customers and sales representatives in a customer service capacity required.
• Experience with Salesforce (or other CRM/SMS systems), particularly in a ticketing or customer service capacity preferred.
• Experience working in a regulated industry such as medical device, pharma, defense, etc., preferred.

Knowledge/Skills:

• Strong time management and organization skills.
• Ability to juggle multiple responsibilities.
• Strong communication (written and oral) and presentation skills.
• Ability to work comfortably across different areas of business.
• Problem-solving and critical thinking skills.
• The Ability to learn new skills and technologies to perform job duties.
• Knowledge of ERP and CRM systems and best practices.
• Properly capture and document customer inputs.
• Ability to research and triage customer needs and communicate across relevant teams.
• Ability to think creatively and analytically.
• Strong sense of ownership and responsibility.
• Calm and patient demeanor when working under pressure.
• Ability to work with personnel of various skill sets and education levels; ability to interface with personnel across multi-functional departments preferred.
• Ability to interface with both internal team members and external customers as part of a solution-based service process preferred.

Language and Communication Skills:

• Ability to comprehend and apply language skills to the degree required to perform the job based upon the job requirements listed above.
• Ability to verbally communicate ideas and issues effectively to customers, other team members and management. 
• Ability to write and record data and information as required by procedures.

Discretion / Latitude:

• Work is performed under general direction.
• Exercise some latitude in determining objectives and approaches to assignment.
• Work is reviewed for soundness of judgment and overall adequacy and accuracy.

Applicants must be authorized to work in the United States without current or future employer sponsorship. Arthrex will not sponsor employment visas for this role now or in the future.

Arthrex Benefits

• Medical, Dental and Vision Insurance
• Company-Provided Life Insurance
• Voluntary Life Insurance
• Flexible Spending Account (FSA)
• Supplemental Insurance Plans (Accident, Cancer, Hospital, Critical Illness)
• Matching 401(k) Retirement Plan
• Annual Bonus
• Wellness Incentive Program
• Gym Reimbursement Program
• Tuition Reimbursement Program
• Trip of a Lifetime
• Paid Parental Leave
• Paid Time Off
• Volunteer PTO
• Employee Assistance Provider (EAP)

All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other status protected by law.