Technical Support Services Specialist I

Job Description

Technical Support Services Specialist I
Full Time
Remote
Customer Service
Healthcare
Specialist

What You’ll Do
Provide outstanding customer support through troubleshooting, equipment guidance, and device connectivity assistance.
Offer clear, step-by-step instructions to resolve technical issues for recipients and caregivers.
Escalate complex cases to internal partners when higher-level support is required.
Document all customer interactions according to MED-EL standards, including complaint submissions when appropriate.
Deliver product overviews to new hires and internal teams using materials from the Audiology team.
Support customer portals and applications, including clinic setup, login issues, MyMedel management, data discrepancies, patient transfers, and user administration.
Assist users with mobile apps related to hearing technologies, revenue cycle tools, and patient portals.
Conduct follow-up communications to ensure full resolution of customer issues.
Collaborate with support team members to share knowledge, report trends, and contribute to a positive team environment.
Stay current on product features, updates, and best practices.

What You Bring
Bachelor’s degree required; audiology, speech, or hearing sciences preferred.
Experience in a customer-facing role, ideally in health tech, medical devices, or healthcare.
Strong problem-solving and analytical skills.
Excellent verbal and written communication abilities.
Ability to explain technical concepts to non-technical users with patience and clarity.
Comfort working in a fast-paced environment while managing multiple tasks.
Ability to quickly learn support ticketing systems, CRM platforms, and MED-EL software (including ERP/Navision).
High proficiency with written communication and computer applications (e.g., Microsoft Office).
Must reside in the Mountain or Pacific Time Zone.