Job Description

As our Technical Service Specialist, you will provide a superior level of technical customer support via the phone is critical to ensure our customers can expertly use our medical devices to assist vulnerable populations who need them. The Technical Service Specialist plays a vital role addressing and resolving technical issues related to their assigned medical product lines.
What you can expect:

• Change lives! - Interface directly with parents and family, hospital nursing and technical staff, internal and field technical/logistics/sales personnel, and international distributor and Authorized Service Centers to address and resolve technical issues on life-altering medical products.
• Behind the scenes - you'll be processing all customer and employee orders and returns by phone, fax, mail, or email in Customer Relationship Management (CRM) software.
• Training - you may not know the ins and outs of our products and systems, but we have strong training programs because we value career growth, curiosity and an always-learning mentality.
• You are their go-to person! - after training, you'll be a part of a team that provides 24/7 support for hospitals, helping parents and families care for their children in Neonatal Intensive Care Units.

Minimum Requirements:

• Fluent in English reading, writing, and speaking
• Remote troubleshooting experience
• Experience documenting issues and communication of resolution
• 3+ years of related experience in Tech support required
• Strong customer service experience
• Experience working in computer network support environments
• Ability to work hours: evenings, weekends, and holidays as per scheduled work rotation.

Preferred Requirements:

• Experience with Microsoft Excel, with the ability to create and maintain spreadsheets while multitasking different computer applications, is an asset.
• Experience using Microsoft Teams or similar communication platforms, as well as call tracking systems / Customer Relationship Management (CRM) databases such as Salesforce, Oracle, Siebel and EBS is an asset.
• Working in medical device field a plus

We offer

• The role is a work-from-home remote position.
• Minimal travelling: less than 5%.
• Collaborative and international environment with different cultures.
• English company language.

EEO Statement
Natus Sensory is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability, sexual orientation, gender identity, or any other protected status.