Customer Service Representative/Technical Support - Full-time / Part-time

POSITION DESCRIPTION:
This position is responsible for providing technical and customer service support or by trouble shooting technical issues, educating patients on our therapy management products, and handling escalated customer calls/inquiries.
______________________________________________________________________
POSITION RESPONSIBILITIES:
* Provide customer service and technical support for customers with an issue or questions about their diabetes therapy device (insulin pump) or related diabetes therapy products.
* Conduct follow up calls with customers and research issues off line as needed.
* Accurately and concisely document customer feedback and any troubleshooting completed during each call.
* Meet or exceed key performance and productivity such as quality, courtesy, expertise, schedule adherence and other metrics as defined by management.
* Perform other duties as assigned.
______________________________________________________________________
BASIC QUALIFICATIONS:
* High School Diploma or GED Certificate with 2 years of direct customer service work experience OR Associates Degree and 1year of direct customer service work experience
______________________________________________________________
DESIRED/PREFERRED QUALIFICATIONS:
* Ability to multi-task in a fast paced environment.
* Experience with interpersonal interactions with customers
* Experience in using a computer and multiple software programs
* High volume call center experience (40 calls a day on average per rep) in a technical troubleshooting helpdesk role.
* Ability to use multiple software programs and navigate through multiple screens and programs at the same time.
* Ability to read and follow flow diagrams and previous experience working with decision trees.
* Ability to maintain a calm demeanor, listen empathetically, and work to resolve customer issues beyond expectations even during difficult customer interactions
* Ability to receive and provide feedback in positive manner, utilizing it to foster strong relationships
* Experience documenting calls by typing on a keyboard while speaking to a customer on the phone.
* Experience with customer resolution according to department protocols and requirements.
* Compliance to instructions and protocols when dealing with unfamiliar or unusual customer issues.
* Strong written and verbal communication skills.
* Intermediate level of math skill is required to assist customers with their vital statistics and issue resolution.
* Experience using SAP to identify customer accounts, set up shipments and research customer history.
* Work experience in the medical device or medical industry.
* Knowledge of Diabetes.

______________________________________________________________________
PHYSICAL JOB REQUIREMENTS:

* The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
* While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers.
* Extended periods of time doing computer-based work.

About Aerotek: Aerotek, headquartered in Hanover, Md., is a leading provider of technical, professional and industrial staffing services. Established in 1983, Aerotek is an operating company of Allegis Group, the largest provider of staffing services in the U.S. Aerotek operates a network of more than 200 non-franchised offices throughout the U.S., Canada and Europe. For more information, visit aerotek.com. Aerotek is acting as an Employment Agency in relation to this vacancy.