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Technical Support Specialist
Pleasanton, CA
Job Description
Job Title: Technical Support Specialist
Duration: 1 year assignment (possibility for conversion to full time)
Location: Pleasanton, CA 94588
Hybrid role: Tuesday & Fridays are WFH (Candidate needs to be local to Bay Area/within driving distance to Pleasantville, CA)
Shift Hours: Training will be 8 weeks at this schedule 8-4:30. After training the start time is subject to change/flexibility between 6 and 8 AM PT with an 8 hour shift to follow.
Responsibilities:
Qualifications:
CPRA - Notice to California Applicants: SPECTRAFORCE is committed to complying with the California Privacy Rights Act ("CPRA") effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAHR@spectraforce.com.
SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at nahr@spectraforce.com if you require reasonable accommodation.
Duration: 1 year assignment (possibility for conversion to full time)
Location: Pleasanton, CA 94588
Hybrid role: Tuesday & Fridays are WFH (Candidate needs to be local to Bay Area/within driving distance to Pleasantville, CA)
Shift Hours: Training will be 8 weeks at this schedule 8-4:30. After training the start time is subject to change/flexibility between 6 and 8 AM PT with an 8 hour shift to follow.
Responsibilities:
- Technical Support Specialist
- Customer Support Expert for CoolSculpting, CoolSculpting Elite, Cool tone, and Diamond Glow medical devices
- Accounts they will be working with are primarily plastic surgeons.
- Access to these medical devices in office so that they are able to troubleshoot along with the customer.
- Providing support via phone, email, online web tools for all Allergan Aesthetics customers
- Inbound and outbound calls
- 8-15 call per day
- Mostly Inbound
- Last between 10 mins-1 hours
- Must be comfortable Facetiming with customers to better troubleshoot.
- Case processing
- Looking into device logs and pinpointing what went wrong.
- This aspect is covered in training.
- Managing casework
- Email follow-ups with customers.
- One call resolution is uncommon in this role.
- Average speed of answer and unavailable time is measured.
Qualifications:
- Associate degree required
- Ability to read and understand training and job aids written in English, and communicate with U.S. based customers.
- Proven demonstrated analytical and problem-solving skills
- Requires minimum of two years' experience as Customer Service Representative in a call center and demonstrate proficiency in all aspects of that position.
- Balance of customer support and technical support desired
- Medical device and trouble shooting background (6 months- 1 year) not required, but it is a plus
- Not to be confused with IT experience
- Salesforce experience is a plus
- Ability to work independently and receive feedback
- Associate degree required
CPRA - Notice to California Applicants: SPECTRAFORCE is committed to complying with the California Privacy Rights Act ("CPRA") effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAHR@spectraforce.com.
SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at nahr@spectraforce.com if you require reasonable accommodation.
Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
Associate Degree
Required Experience
2+ years
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