We anticipate the application window for this opening will close on - 7 Feb 2025

 

At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You’ll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.

A Day in the Life

Careers That Change Lives

In this rewarding and exciting role as a Product Support Representative, you will be responsible for helping change the life of those living with diabetes. The Diabetes business goal is to transform diabetes care so people living with diabetes can enjoy greater freedom and better health. In this role, you will respond to and troubleshoot customer inquiries on our products, resolve issues raised, as well as support software applications in our portfolio. This role will report to a Product Support Supervisor who oversees a team of agents supporting Diabetes customers.

Diabetes Business:

The Diabetes Operating Unit focuses on improving the lives of those within the global diabetes community. As a business, we strive to empower people with diabetes to live life on their terms by delivering innovation that truly matters and providing support in the ways they need it. We’re committed to meeting people with diabetes where they are in their journey, always with an aim to make their lives easier. Our portfolio of innovative solutions are designed to provide customers greater freedom and better health, helping them achieve better glucose control, while spending less time managing their disease.

• Location: 100% on-site in San Antonio, TX
• Hours: 40 hours/week
• Schedule: This team operates 24/7; typical hours will be an 8-hour shift between 8:00 AM - 8:00 PM. You must be available to work 7 days week including evenings and weekends.
• Benefits: We have great benefits! Check out our comprehensive medical coverage, 401K, company paid holidays, vacation time, and tuition plan that can help you pay for college!
• Compensation: Set hourly rate of $20.00 per hour plus an additional 5% bonus based on performance.
• Training: Paid training will begin on March 17, 2025. To be considered, you must be able to attend training from March 17 - April 21, 2025

A Day in the Life

• Achieve a comprehensive knowledge of Diabetes and all products that we support.
• Communicate technical information to patients about our products including troubleshooting steps to resolve technical issues they experience.
• Provide issue resolution for customers needing support on mobile applications, digital tools, and software support.
• Understand and identify customer needs and provide effective solutions for all customer enquiries received via phone or chat support.
• Document all product allegations, customer concerns and actions taken into CRM and internal systems.
• Maintain the company’s values and reputation for providing exceptional customer service.
• Must be flexible to work evenings and weekend schedules.

Must Have: Minimum Requirements

To be considered for this role, please ensure the minimum requirements are evident on your resume.

• High school diploma or equivalent
• 4 years of customer support experience

Nice to Have

• 2+ years of call center experience
• Experience supporting customers with technology, mobile apps, or digital tools
• Experience explaining technical concepts to a non-technical audience
• Experience in high volume contact center (inbound/outbound) experience
• Experience in a healthcare environment
• Excellent customer service mindset and a demonstrated track record in exceeding customer experience metrics.
• Demonstrates strong analytical skills and can be relied on to make critical quality decisions that have ethical and/or legal implications.
• Excellent oral and written English communication skills with the ability to clearly convey ideas and comprehensively document customer interaction details.
• Experienced in providing complex customer walkthroughs and instructions.
• Has strong computer skills and is able to navigate office and product support tools and applications (e.g., Microsoft Word, Microsoft Outlook, Microsoft Excel, telephony applications and other cloud-based tools.).

Physical Job Requirements

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position. 

The physical demands described within the Responsibilities section of this job description are