Digital Support Associate

Company Description

At Intuitive, we are united behind our mission: we believe that minimally invasive care is life-enhancing care. Through ingenuity and intelligent technology, we expand the potential of physicians to heal without constraints. As a pioneer and market leader in robotic-assisted surgery, we strive to foster an inclusive and diverse team, committed to making a difference. For more than 25 years, we have worked with hospitals and care teams around the world to help solve some of healthcare's hardest challenges and advance what is possible. Intuitive has been built by the efforts of great people from diverse backgrounds. We believe great ideas can come from anywhere. We strive to foster an inclusive culture built around diversity of thought and mutual respect. We lead with inclusion and empower our team members to do their best work as their most authentic selves. Passionate people who want to make a difference drive our culture. Our team members are grounded in integrity, have a strong capacity to learn, the energy to get things done, and bring diverse, real world experiences to help us think in new ways. We actively invest in our team members to support their long-term growth so they can continue to advance our mission and achieve their highest potential. Join a team committed to taking big leaps forward for a global community of healthcare professionals and their patients. Together, let's advance the world of minimally invasive care.

The Digital Support Associate will provide Tier 1 technical support to medical professionals, internal personnel, and sales representatives for all of Intuitive's Digital Products. The successful candidate demonstrates technical aptitude, a robust troubleshooting methodology, and communication skills while providing excellent customer service to facilitate the timely resolution of customer issues.

Roles & Responsibilities:

• Provide Tier 1 support for all of Intuitive's Digital Products
• Primary for Digital and Networking call triage, providing timely resolution for our customers, including hospital systems and ambulatory surgery centers.
• Respond to digital and technical support inquiries and complaints and create/update support tickets according to documented processes and procedures
• Accurately log all received issues into our Customer Relationship Management System Effectively resolve up to 95% of Tier 1 issues during first contact
• Possess a strong understanding of the support escalation pathway and quickly determine when to escalate incidents to technical teams.
• Ability to differentiate issues related to user error and networking roadblocks
• Maintain open communication with technical teams to ensure problem resolution and customer satisfaction
• Maintain ownership & accountability until issues are resolved or handed off to other departments.
• Consistently follow-up on open cases and follow through with customer on case status and resolution
• Have a flexible work schedule, including on call hours, weekend rotation and holiday rotation
• Understanding of regulatory and internal requirements as it relates the complaint reporting process.
• Maintain timely status of training records at all times
• Meet or exceed key performance and productivity goals such as quality, service level, knowledge, schedule adherence and other metrics as defined by management
• Maintain confidentiality with regard to all customer and company data
• Foster and contribute towards a positive and collaborative culture

Qualifications

Qualifications

Skills, Experience, Education, & Training:

• Minimum CompTIA Net + IT Certification, or two years equivalent experience working in IT or technical support.
• Associates Degree in Computer Science or Network Systems Administration preferred
• Minimum of two years' experience providing customer phone support. IT or technical support experience for direct-to-consumer technology is preferred.
• Demonstrated ability to troubleshoot within multiple business systems
• Proven cross functional collaboration and escalation management techniques
• Basic knowledge of issue ticketing system and ticket/case lifecycle management
• Knowledge and understanding of multi-channel contact model including phone, email, chat, and social media platforms
• Familiarity with Operating Room protocols, anatomic terminology, and knowledge of Endoscopic vision equipment a plus.
• Salesforce experience preferred
• Superior written and verbal communication skills
• Ability to be flexible and adapt to changing business needs
• Familiarity with Knowledge Management Systems and creating Knowledge Articles
• Detail oriented, organized, with demonstrated ability to multi-task and shift priorities quickly, while maintaining control under limited supervision
• Service-minded team player with a positive attitude and strong work ethic is essential to success
• Reliable and regular attendance is expected
• Up to 10% travel required

Additional Information

Due to the nature of our business and the role, please note that Intuitive and/or your customer(s) may require that you show current proof of vaccination against certain diseases including COVID-19. Details can vary by role.

Intuitive is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.

Mandatory Notices

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

We provide market-competitive compensation packages, inclusive of base pay, incentives, benefits, and equity. It would not be typical for someone to be hired at the top end of range for the role, as actual pay will be determined based on several factors, including experience, skills, and qualifications. The target salary ranges are listed.

Base Salary Range Region 1: $44 - $64 Base Salary Range Region 2: $38 - $54 Shift: Day Workplace Type: Onsite - This job is fully onsite.