Remote Support Representative (Hybrid)
About BK MedicalBK Medical is committed to designing ultrasound systems that help surgeons image, guide, intervene, and navigate inside the human body. Surgeons are our customers, and they range from HPB surgeons, neurosurgeons, and robotic-assisted surgeons to urologists, colorectal surgeons, and more.Our mission at BK is to enable real-time intraoperative guidance during surgical procedures, giving surgeons the information needed to immediately make critical decisions.Real-time visualization supports surgeons in achieving the best patient outcomes by allowing visualization of organs at the time of surgery and imaging the path of surgical devices during the procedure, as well as imaging at the end of surgery. BK Medical's intraoperative ultrasound imaging can guide the surgeon through various steps - from staging through intervention to validation - all in one procedure.Reports to Remote Support ManagerDivision - Commercial OperationsArea: North AmericaLocation: Peabody, MA Headquarters Office. Position is Hybrid, with 2 days a week reporting to office location.Reporting to the Manager of the BK Medical Support Center, the primary responsibility of the Remote Support Representative is to provide technical and application support remotely for BK Medical - the industry leader in intraoperative ultrasound systems. As the primary first-level contact for customers, the ideal candidate is well versed in customer support and committed to delivering a high level of service in a fast paced and demanding environment.Key responsibilities will include, but may not be limited to: General ResponsibilitiesAnswer incoming customer requests for technical and application support by telephone, e-mail or chat for BK Medical intraoperative ultrasound equipment.Addresses customer requests for technical information.Deploy software updates using remote management capabilities as required.Assist with clinical application workflows that involve both Software and Hardware.Diagnose and resolve technical hardware and software issues through remote management capabilities according to service policy.Coordinate and Dispatch Field Service Personnel, where applicable.Accurately process and record customer requests using company designated CRM software.Identify and escalate priority issues per Quality specifications.Responsible for directly supporting BK Medical departments of Sales, Field Service, and Clinical Education with product support requirements to find customer-oriented solutions on complaints.Participates in an on-call schedule responding to customer calls during non-business hours which includes weekends, holidays and after-hours.Advises management regarding customer satisfaction, product performance, and suggestions for product improvement. QualificationsDiploma in Technical Studies; A+ and/or Network +. Bachelor's Degree in Biomedical Engineering, Computer Engineering or equivalent life sciences, preferred.Experience in technical customer service and/or call-center environments preferred.Familiarity working with CRM (Customer Relationship Management) databases preferred.High degree of professionalism in dealing with difficult situations and demanding customers. Ability to have empathy and patience.Proven organizational skills with the ability to prioritize tasks.Logical thinker with proactive troubleshooting and critical problem-solving skills.Excellent oral, written and active listening communication skills.Self-motivated, takes initiative, and the ability to work independently, without direct supervision.Strong technical abilities with prior troubleshooting experience in hardware, software, and computer networking; TCP/IP & Wireless networking experience preferred.Strong computer skills, competent with Microsoft Office, and proficient with Windows operating system environments.Ability to learn new systems and technologies quickly.Fluent in English. The ability to speak other languages will be a definite asset.