Work Environment

• Must be available to work varying shifts, including participation in a rotating 24/7 support schedule.
• Overtime may be required based on business needs.

Key Responsibilities:

• Provide first-level technical support for Peritoneal Dialysis (PD) devices, equipment, accessories, software applications, and connectivity solutions through phone, email, chat, and case management systems.
• Diagnose, troubleshoot, and resolve technical issues related to PD therapy devices, system alarms, device performance, software functionality, data transmission, and connectivity while adhering to approved troubleshooting procedures.
• Support patients, caregivers, healthcare professionals, and internal stakeholders by delivering timely, accurate, and professional assistance to ensure therapy continuity and customer satisfaction.
• Effectively communicate technical concepts and troubleshooting instructions to users with varying levels of technical and clinical knowledge, demonstrating patience, empathy, and active listening throughout every interaction.
• Accurately document customer contacts, troubleshooting activities, device information, case details, resolutions, and follow-up actions in accordance with company policies, quality standards, and regulatory requirements.
• Investigate, prioritize, and manage customer cases through resolution while maintaining ownership of the customer experience and ensuring timely communication and follow-up.
• Escalate advanced technical issues, product complaints, safety concerns, device malfunctions, and unresolved cases to the appropriate Clinical, Engineering, Quality, Product Support, or Field Service teams following established escalation protocols.
• Recognize and appropriately report product complaints, adverse events, and patient safety concerns in compliance with applicable healthcare, regulatory, and quality system requirements.
• Maintain expertise in Peritoneal Dialysis therapies, supported products, troubleshooting methodologies, operating procedures, and customer support tools through ongoing training and continuous learning.
• Meet or exceed established performance expectations, including quality scores, customer satisfaction, case documentation accuracy, response times, first-contact resolution, productivity, and schedule adherence metrics.
• Collaborate effectively with cross-functional teams, including Clinical Support, Technical Services, Engineering, Quality Assurance, and Operations, to resolve customer issues and improve service delivery.
• Contribute to knowledge management initiatives by identifying recurring issues, updating documentation, sharing best practices, and supporting the development of troubleshooting resources and process improvements.
• Support training, coaching, and onboarding efforts by sharing technical knowledge and assisting in the development of team capabilities and operational excellence.
• Assist with administrative tasks, reporting requirements, customer follow-ups, special projects, system testing, and other duties as assigned.
• Adhere to all company policies, confidentiality requirements, data privacy standards, regulatory obligations, and compliance guidelines when handling customer, patient, and device-related information.

Qualifications

• High School Diploma, GED, or equivalent required; Associate's Degree preferred.
• Minimum of 4 years of experience in technical support, help desk, contact center, healthcare technology, or a related field.
• Strong troubleshooting, analytical, and critical-thinking skills.
• Excellent verbal and written communication skills.
• Proficient in computer systems, databases, and productivity applications.
• Strong organization, multitasking, and time-management abilities.
• Ability to handle confidential information with professionalism and discretion.
• Spanish language proficiency is a plus.