Product Support Specialist

Insight Global’s Med Tech client is looking for a Product Support specialist to assist external customers (patients) and internal sales representatives with a medical device portal. The portal is used by both patients, reps, and healthcare professions for pre and post-operative communication. The Product Specialist will be responsible for enabling portal access for users, assisting with account set up, and sending out notifications to users about portal updates. There may be some light troubleshooting as well. This person will also interface with the R&D Team to distribute new information/notifications to customers about any changes within the portal. This person will be working upstream and downstream to communication information, problem solve, and escalate issues. This person should be comfortable and readily available to provide excellent customer service via email and phone communication. This person may take a few inbound calls per day and will also be making outbound calls to follow up with patients/reps who may be experiencing portal issues.

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• Bachelor’s degree

• Minimum of 3 years in customer-facing role (External and internal - experience w/ customer phone calls, emails, including technical support)

o Experience in a healthcare, medical, clinical, or hospital setting is required

• Excellent professionalism, customer service, and high sense of urgency

• Strong verbal and written communication skills - able to moderate a conversation, actively listen to find solutions, problem solve

• High level of competency with Excel, Word, Outlook, Access, and PowerPoint AND any other CRM systems (huge plus)

• Previous experience in hospital administration, tech support, medical device or regulatory environment