Technical Customer Service Specialist

Why work for CVRx?

CVRx pioneers' unique therapies that harness and harmonize the body's natural systems, benefiting society and making CVRx a universal role model in healthcare. We value our commitments to others and continue to overcome challenges through determination, collaboration and purpose. If our culture and values speak to you, and if you have a passion for cutting-edge medical technologies, join our team and our mission to help others live better lives.

A day in the life:

The Technical Customer Service Specialist is your go-to expert for all things related to the Barostim System, providing invaluable consultation to physicians, healthcare professionals, field sales staff, patients, and fellow CVRx team members. As a master of product knowledge, they guide users through the system's technical aspects, ensuring every interaction aligns with the product's official labeling. Acting as the frontline support, they adeptly handle technical inquiries, knowing precisely when to escalate complex issues to the appropriate resources. Collaborating closely with company experts, this specialist will craft and refine a comprehensive FAQ call script, empowering the team with easy access to accurate, useful information, and enhancing overall support capabilities.

Key duties and responsibilities:

• Develop a comprehensive understanding of the CVRx product and labeling.

• Leverage company experts to address questions from customers, patients, and field sales staff that require labeling interpretation.

• Provide support to CVRx field sales staff and customers via phone, text, and email regarding device programming, implant procedure, as documented in the system labeling.

• Create, curate, and maintain well-organized and user-friendly documentation, focusing on FAQs and solutions.

• Ensure all FAQ content is accurate, up-to-date, and consistent with approved labeling.

• Monitor the effectiveness of the FAQ resources and make adjustments based on user feedback and analytics.

• Utilize Salesforce to accurately and efficiently collect, monitor, and track service requests in a timely manner.

• Identify proper performance metrics to monitor and demonstrate the effectiveness of the service processes.

• Analyze requests to identify trends and systemic issues and work with company experts to identify ways to reduce the occurrence of questions/issues.

• Develop processes, procedures, and scripts to effectively empower new customer/technical service members to consistently manage workflow and calls.

• Interact directly with CVRx staff and diverse professionals, including vendors, consultants, and contractors.

• Generate professional internal and external correspondence collected and compiled from a team of experts.

• Complete the printing, labeling and mailing of Patient ID cards.

• Complete additional projects/tasks as assigned.