Customer Technical Support Specialist
Company Overview
Join us for an enriching journey with Outset, a trailblazing medical device company that is revolutionizing the field of dialysis. Our focus is to create one high performing team, obsessed with progress, in an atmosphere that is brimming with transformative opportunities. The heart of our mission is pioneering a groundbreaking technology that redefines the landscape of dialysis, streamlining complexity and cost, because patients deserve “better” now, not some day.
At Outset we’re revolutionizing an industry and changing lives. We’re impacting what the future of dialysis looks like by creating a first-of-its-kind technology in order to reduce the cost and complexity of dialysis. FDA cleared for use across care settings, from the hospital to the clinic to the home, the Tablo® Hemodialysis System harnesses modern technology for a new holistic approach to dialysis care. We’re giving providers time back to focus on patient care. And we’re giving patients the power to take control of their life and get back to enjoying the things they love.
Position Overview:
This role supports customers through inbound phone calls, providing guidance and troubleshooting assistance as the first line of support.
This position will serve as the primary point of contact for existing Outset customers and internal field teams, including clinical users, hospital-based users, home users and caregivers, and Outset field-based personnel.
The role is responsible for ensuring that these various groups feel valued by Outset by understanding the customer’s needs and their environment in order to provide technical and clinical support for all Outset products. The position is expected to drive resolution of customer challenges and appropriately escalate issues that cannot be resolved. Accurate documentation of all complaints will be recorded in Outset’s CRM. This role must understand and adhere to established processes while making recommendations to improve overall team efficiency and deliver a high level of customer support that drives satisfaction.
This position works closely with Escalation Support, Product Support, Field Service Engineering, Clinical Field Specialists, and Sales. The role serves as the primary point of contact for customer issues post-sale and acts as the initial problem solver for issues customers may encounter. The position leverages all available tools to resolve customer challenges in real time, enabling treatments to continue and reducing the need to dispatch Outset Field Service teams. The role requires the ability to communicate clearly in customer-friendly language and guide customers through troubleshooting steps as needed. Prior experience troubleshooting technical products either in person or via telephone is important, along with strong computer skills. This position is expected to perform duties during regularly scheduled shifts and participate in an on-call, weekend, and holiday rotation. Occasional travel is required for activities such as team meetings, training, and field ride-alongs.
Essential Job Functions and Responsibilities:
- Provides technical and clinical support to customers and field personnel including Sales and Service.
- Maintains documentation and detailed reporting via electronic format in Salesforce (CRM), which includes case creation, detailed description of inquiry or problem, and clear customer resolution.
- Consults with Escalation Support Engineers as required and apply technical knowledge to diagnose problems.
- Maintains open communication with local support teams to ensure problem resolution and customer satisfaction.
- Maintains problem ownership & accountability until issues are resolved or handed off to another department.
- Follows up on problems, identifies recurring issues, process status, and follow through with customer.
- Coordinates and schedules remote software updates.
- Manages updating internal/external customer TabloHub accounts.
- Maintains a knowledge base of the products and services available to the customer.
- Operates within acceptable parameters and call handling expectations.
- Fosters positive customer relations by responding to complaints/inquires in a cooperative, supportive, and professional and efficient manner.
Required Qualifications:
- Associate's degree in medical or technical field (preferred) with 1-2 years of experience or military equivalent. Two or more years of applicable experience may be substituted for the formal education requirement.
- Advanced English proficiency (spoken and written) required, including the ability to conduct technical conversations over the phone and accurately document cases in English.
- Regularly scheduled 8-hour shift, with additional on call, weekend, and holiday rotation.
- Possess solid customer service skills. Ability to ensure effective troubleshooting techniques with end users of various levels of technical expertise
- Demonstrated technical ability to comprehend technical issues and read technical manuals.
- Strong verbal and written communication skills including good grammar, enunciation and listening.
- Self-motivated with strong work ethic, able to work independently and within a team.
Mission Critical Competencies:
- Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
- Intellectual Horsepower - Is bright and intelligent; deals with concepts and complexity comfortably; described as intellectually sharp, capable, and agile.
- Composure - Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn’t show frustration when resisted or blocked; is a settling influence in a crisis.
- Functional/Technical Skills - Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.
Desired Qualifications:
- Friendly, energetic, and personable attitude
- Ability to be flexible and adapt to changing business needs
- Medical device experience is a plus
- Multilingual highly advantageous
- Availability to travel to the U.S. for training when required
Company Culture
At Outset, we believe every person matters. Every Outsetter, every patient, every caregiver. Because we are here to create a revolution, and we believe in doing that by innovating everywhere with intelligent speed. Our team expects nothing less than our best display of strengths and skills, and we find joy in working together for a common goal. At Outset, we believe that curiosity, ingenuity and conviction in the power of technology will transform the lives of dialysis patients and providers.
We are fueled by the opportunity to give people their lives back. And we believe that it begins with YOU, our future Outsetter. At Outset, we’ve designed a professional world that our employees are honored and impassioned to belong to, one that offers challenge, the ability to collaborate with great people, and opportunities to build skill and expertise in a fulfilling career.
An opportunity at Outset Medical won’t just be about finding a job. Our culture revolves around the principles of moving farther, faster, together, so working here feels like a masterclass in peak performance, for individuals and teams.
Privacy is important to us. Please review our Applicant Privacy Notice.
Important Notice
We have been made aware of fraudulent activities where individuals are impersonating our company and offering fake job opportunities. Please note, Outset Medical will never request payment or gift cards during the hiring process, nor will we ask you to purchase your own equipment. Anyone reaching out to you with an email address ending in @outsetmedical.cc, is not a legitimate Outset representative. For legitimate opportunities, always apply directly through our official careers page. If you are unsure about the authenticity of a communication, contact us immediately at peopleops@outsetmedical.com.
EQUAL EMPLOYMENT OPPORTUNITY STATEMENT
Outset Medical is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind on the basis of race, color, national origin, religion, gender, gender identity, sexual orientation, disability, genetic information, pregnancy, age, or any other protected status set forth in federal, state, or local laws. This policy applies to all employment practices within our organization.