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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.

Job Description

Primary Function of Position:

Are you inspired by innovation, talent, and technology? Do you thrive in a customer-centric environment? If so, this is an exciting opportunity to demonstrate your experience and expertise working for one of the most innovative medical device companies in the world.

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 and Responsibilities:

  • Provide Tier 1 support for all of Intuitive’s Digital Products: act as first line of support to intake and triage all incoming inquiries, from internal and external customers.
  • Accurately log all received issues into our Customer Relationship Management System, create/update support tickets according to documented processes and procedures.
  • Respond to digital and technical support inquiries and complaints, effectively resolve up to 95% of Tier 1 issues during first contact.
  • Provide assistance to resolve basic to medium issues, or dispatch to appropriate teams internally for escalation on more complex issues.
  • Maintain open communication with technical teams to follow up on support requests received, ensure problem resolution and customer satisfaction.
  • Continuously feed Intuitive knowledge base with any new support scenario and its resolution, for each Digital Solution. 
  • Consistently 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 regards to all customer and company data.
  • Foster and contribute towards a positive and collaborative culture.

Required Knowledge, Skills, and Experience:

  • Excellent interpersonal, collaboration, and problem-solving skills.
  • Great listening skills.
  • Polished and succinct verbal and written communicator.
  • Keen on continuous improvement through data-driven recommendations.
  • Excellent time management and organizational skills.
  • Detail oriented, organized, with demonstrated ability to multi-task while constantly shifting priorities under tight deadlines and time constraints.
  • Good judgement on how and when to escalate issues.
  • Experience and ability to work effectively with multi-cultural and cross-functional groups.
  • Ability to be flexible and adapt to changing business needs.
  • Self-starter with ability to take leadership in unstructured environment with the appropriate level of supervision.

Qualifications

Required Education and Experience:

  • Minimum 2+ years of experience providing customer 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.
  • Working knowledge of CRM systems: SalesForce.com is a plus.
  • Medical Device or Biotech industry preferred. Familiarity with Operating Room protocols, anatomic terminology, and knowledge of Endoscopic vision equipment is a plus.
  • Fluency in English and another EU language required (German or French).
  • Superior written and verbal communication skills.
  • Service-minded team player with a positive attitude and strong work ethic is essential to success.

Additional Information

Intuitive is an Equal Employment 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.

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

Shift: Day
Travel: None

The Future is Intuitive

At Intuitive, we envision a future where care is more connected, customized, and intelligent—so the question won’t just be how long we live, but how well.

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