Technical Support Associate 2 - Mexicali
On-siteMexicali, Baja California, Mexico
Job Summary
Manage inbound Field Service and non-intraoperative technical support calls for da Vinci systems, resolving issues using documented knowledge base articles and defined workflows. Accurately document troubleshooting and resolutions within CRM while performing system log reviews and escalating unclear or complex issues to Technical Support Engineers. Create, update, and manage cases in accordance with approved processes, collaborating with engineers to review knowledge base workflows. Maintain established quality, accuracy, and throughput expectations in an office-based call center environment. Fluent in Spanish and English with experience in regulated call centers is required.
Required Qualifications
- Experience working in a regulated call center or technical support environment
- Familiarity with medical device quality systems and documentation practices
- Experience working within defined escalation-based support models
- Fluent in Spanish and English
- Excellent oral and written communication skills
- Customer service skills
- Working knowledge of computers and standard software applications
- Associate degree, technical certificate, or equivalent combination of education and experience in technical support, service operations, IT, biomedical technology, electronics, or a regulated call-center environment
- Have a flexible work schedule
Desired Qualifications
- Salesforce
- Microsoft Office
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