Join Our Team at Rhythm Express
Customer & Technical Support
Position Overview
This position is responsible for assisting patients and clinics with questions and/or issues on wearable medical devices, associated software, and the supporting website through multiple channels (phone/email/ticket). This position will log details of interactions with customers and patients into ticket/portal systems. This position will also process orders and RMAs. The Customer & Technical Support role provides input on process improvements.
Job Accountabilities
- Handling of tickets/emails/phone calls from customers/patients with questions, concerns, and issues with device/software/website. Maintains strong product knowledge and provides accurate technical and non-technical information to callers while adhering to HIPAA privacy laws and regulations.
- Handling of orders/RMAs through various channels.
- Provide training to customers, internal employees, and patients on the use of our software, website, and device.
- Provide feedback based on issues identified in the field. Responsible for escalating any gaps identified in process or product information necessary to service customers.
Core Competencies
- Knows the Business:
- Communicates effectively with customers to understand their unmet needs and envision products and services that will address those needs.
- Maintains an understanding of assigned domains of expertise and shares significant new information with others in the company to identify strategic opportunities and anticipate threats to the business.
- Educates others in strategic business vision, goals, and objectives, and helps others to understand how changes in the industry impact our business.
- Promote Teamwork:
- Assesses the capabilities, intellectual capacity, and working styles of individuals in order to assemble cohesive and highly productive teams.
- Able to assemble effective cross-functional groups to solve difficult problems and accomplish challenging objectives.
- Provides the necessary guidance and support to ensure that teams function effectively.
- Communication:
- Creates a climate of openness in which ideas are exchanged for the benefit of the organization.
- Ensures that employees and contractors are well informed of key issues and needs in order to maximize engagement.
- Effectively models and builds a culture of continuous learning.
- Manage Execution:
- Creates an environment that enables effective execution and high-quality product and service delivery throughout the organization.
- Achieve balance between short-and long-term priorities when making decisions in order to achieve company objectives.
- Drive, Innovation, & Change:
- Able to create new technology and ideas that provide innovative solutions to customer problems.
- Develops solutions that are “Cutting Edge” new to the industry.
Qualifications and Expected Functional Competencies
- Ability to apply critical thinking and creativity to problem solving.
- Knowledge of computers, computer applications (Office 365, Windows), and ticketing/support applications.
- Strong written communication skills. Can conduct yourself professionally while maintaining business relationships.
- Ability to operate a business phone line, merging and transferring calls.
- Bachelor’s degree or equivalent knowledge and experience in a related discipline.
- Ability to work in a fast-paced, sometimes stressful, environment.
- Enjoys helping others.
Desired Functional Competencies
- Familiar with SQL Databases
- Two years’ experience providing technical support over phone/email/screen sharing
- Knowledge of wireless communications
- Experience with HIPAA
- Knowledge of instrumentation for collecting and/or analyzing ECG
- Ability to work independently with attention to detail
- Able to multi-task and prioritize matters that are urgent and important
- Knowledge of FDA/MDR device regulations
- CRT or CRAT certification preferred
About VivaQuant
VivaQuant is a leading provider of remote cardiac monitoring services. Our Rhythm Express RX-1 mini is the smallest and most advanced one-piece mobile cardiac telemetry (MCT) device on the market. Rapid market adoption of the mini has positioned us as one of the fastest growing MedTech firms in the Twin Cities. We offer a collaborative and inclusive work environment where personal initiative, development, and learning are highly valued. We provide excellent benefits including medical, dental, and vision coverage and stock options.
VivaQuant is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.