Technical Support Specialist

As a Technical Support Specialist at Brainlab, your main responsibilities include providing remote assistance for Oncology and Surgery Business products, efficiently troubleshooting technical issues, and maintaining high customer satisfaction. This role involves managing multiple support calls, documenting actions in Salesforce, and staying updated on product releases, all aimed at creating a smooth user experience in clinical settings.

To qualify for the Technical Support Specialist role at Brainlab, candidates should ideally hold a B.S. in Biomedical Engineering, Computer Engineering, or a related STEM field. However, an Associate’s degree with relevant experience is acceptable. Excellent communication skills, comfort with technology, and some customer service experience are also crucial for success in this position.

A typical workday for a Technical Support Specialist at Brainlab includes providing remote support via phone and screen sharing, troubleshooting issues for clinical users, and communicating effectively with customers. The job requires handling multiple requests and maintaining documentation, all while striving to optimize service quality and uphold high levels of customer satisfaction.

Brainlab emphasizes professional development for Technical Support Specialists through training sessions and opportunities for continuous learning about new product releases. Team members are encouraged to grow their skills in a supportive environment, and travel may be required for training during the initial months of employment, allowing team members to gain hands-on experience.

The team culture at Brainlab is one of collaboration and support. As a Technical Support Specialist, you’ll work closely with a diverse group of talented individuals who are committed to making a significant impact in the healthcare industry. The working environment is business casual, fostering open communication and teamwork, which helps everyone to thrive.

To handle a difficult customer complaint, I would first listen attentively to the customer's concerns, empathizing with their situation. Then, I would ask clarifying questions to fully understand the issue before providing a solution based on company policies and procedures, ensuring the customer feels heard and valued.

My troubleshooting process typically begins with gathering detailed information about the issue. I then reproduce the problem if possible, followed by checking documentation and protocols. If necessary, I consult with teammates or senior staff to find a solution, ensuring prompt resolution and customer satisfaction.

I have a background in Biomedical Engineering where I gained hands-on experience with various software systems. Additionally, my previous roles in tech support have provided me with deep insights into troubleshooting and optimizing customer experiences with complex technology products.

In a previous role, I received a call from a customer who was experiencing a major issue with a product during a critical time. I worked overtime to ensure they received immediate assistance and guided them through the entire process until the problem was resolved, resulting in positive feedback from the customer.

I prioritize tasks based on urgency and the impact on the customer. I focus on high-priority issues that require immediate attention, keeping in mind customer's deadlines, and effectively managing my time to address lower-priority issues without delay.

In my previous positions, I regularly used CRM software like Salesforce to document customer interactions and track issues. I find it crucial to maintain detailed notes and history to ensure continuity and efficiency in addressing customer inquiries.

I stay updated on new product releases by regularly participating in training sessions and company meetings, reviewing release notes, and engaging with product documentation. I also find it useful to network with colleagues to share insights and best practices.

In a high-pressure situation, such as handling multiple calls during a busy period, I remain calm by practicing active listening and staying organized. I prioritize my tasks effectively and remind myself to take deep breaths to focus on providing the best possible support to each customer.

I want to work at Brainlab because I admire the company’s dedication to revolutionizing healthcare technology. I am passionate about using my technical skills to make a difference in people’s lives, and the collaborative and innovative environment at Brainlab aligns perfectly with my career goals.

I am a good fit for the Technical Support Specialist position due to my strong technical background, excellent communication skills, and a proven track record in customer service. I am dedicated to solving problems and ensuring customer satisfaction, aligning my personal values with Brainlab's mission to improve healthcare outcomes.