Fully remote position, and the hours are M-F, 9:30 am – 6:00 pm ET.
To serve as the first point of contact for all patient/end user inquiries. Capacity to work through common troubleshooting and product inquiries. In addition to the Patient Interaction Team key areas of responsibility below, the incumbent will be responsible for the following:
SAP TRANSACTIONS: Is the expert on SAP transactions
ESCALATION POINT: Serve as a key contact for escalations from internal and external customers and in assisting, managing and bringing resolution to special requests.
KNOWLEDGE: Act as an expert on all SAP transactions, work instructions and processes used by the team. Share knowledge by training and/or assisting with training on procedural changes and improvements. Create tools/reference sheets for the team/ new hires. Work with the training department to write and test Work Instructions and BPIs.
JUDGEMENT: Critically think of existing procedures and implement improvements; find solutions to proactively avoid potential errors/ complaints for the team. Validate new procedures to be implemented on the team. Evaluate solutions and make decisions based on quality policies and customer satisfaction.
TRIAGE: Manage inbound written and phone communication that require escalation for resolution. One contact for internal and external customers. Patient interaction team key areas of responsibilities Respond in a highly professional manner to incoming calls, emails and other social media requests for general and technical support in a timely fashion. Identify and troubleshoot common issues with the goal of increasing customer satisfaction. Escalate clinical questions to the Clinical Patient Support Specialist. Follow processes to log calls as required by current documented procedure, BPIs, and WIs and call handling Document and follow-up on all after-hours voicemails, emails, and contacts as required by documented quality system procedures such as BPI and WIs. Provide coverage as specified and scheduled by management â€“ follow current guidelines and directives on response time. Hours of operation are subject to change based on customer needs. Performs a variety of other duties as assigned or requested.
Associates Degree or relevant training/background experience1-3 years of Customer Service Experience:
Knowledge of Respironics medical and software equipment a plus
Other Excellent verbal and written communication skills. Ability to logically analyze and troubleshoot different types of issues
Functional knowledge of Windows 10, Microsoft Office (Excel, Outlook, Word, Teams)
Ability to work in a fast paced and possibly stressful environment while maintaining professional demeanor
Experience working in a multitasking environment
Ability to work independently and within a team environment
Must be able to understand/write/read and speak English language
ELYON International, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran