Digital Support Associate

Job Description

The Digital Support Associate will provide Tier 1 technical support to medical professionals, internal personnel, and sales representatives for all of Intuitive’s Digital Products. The successful candidate demonstrates technical aptitude, a robust troubleshooting methodology, and communication skills while providing excellent customer service to facilitate the timely resolution of customer issues.

Roles & Responsibilities:

• Provide Tier 1 support for all of Intuitive’s Digital Products
• Primary for Digital and Networking call triage, providing timely resolution for our customers, including hospital systems and ambulatory surgery centers.
• Respond to digital and technical support inquiries and complaints and create/update support tickets according to documented processes and procedures
• Accurately log all received issues into our Customer Relationship Management System Effectively resolve up to 95% of Tier 1 issues during first contact
• Possess a strong understanding of the support escalation pathway and quickly determine when to escalate incidents to technical teams.
• Ability to differentiate issues related to user error and networking roadblocks
• Maintain open communication with technical teams to ensure problem resolution and customer satisfaction
• Maintain ownership & accountability until issues are resolved or handed off to other departments.
• Consistently follow-up on open cases and follow through with customer on case status and resolution
• Have a flexible work schedule, including on call hours, weekend rotation and holiday rotation
• Understanding of regulatory and internal requirements as it relates the complaint reporting process.
• Maintain timely status of training records at all times
• Meet or exceed key performance and productivity goals such as quality, service level, knowledge, schedule adherence and other metrics as defined by management
• Maintain confidentiality with regard to all customer and company data
• Foster and contribute towards a positive and collaborative culture

Required Skills and Experience

• Minimum of two years’ experience providing customer phone support. IT or technical support experience for direct-to-consumer technology is preferred
• Demonstrated ability to troubleshoot within multiple business systems
• Proven cross functional collaboration and escalation management techniques
• Basic knowledge of issue ticketing system and ticket/case lifecycle management
• Knowledge and understanding of multi-channel contact model including phone, email, chat, and social media platforms
• Familiarity with Operating Room protocols, anatomic terminology, and knowledge of Endoscopic vision equipment a plus.
• Salesforce experience preferred
• Excellent written and verbal communication skills
• Ability to be flexible and adapt to changing business needs
• Familiarity with Knowledge Management Systems and creating Knowledge Articles
• Detail oriented, organized, with demonstrated ability to multi-task and shift priorities quickly, while maintaining control under limited supervision
• Service-minded team player with a positive attitude and solid work ethic is essential to success

Required Education and Training

• Minimum Associates Degree in Computer Science or Network Systems Administration preferred
• Minimum CompTIA Net + IT Certification, or 2 years equivalent experience working in IT or technical support

Working Conditions

• Hybrid work schedule, 3 days onsite
• Reliable and regular attendance is expected
• Up to 10% travel required

Due to the nature of our business and the role, please note that Intuitive and/or your customer(s) may require that you show current proof of vaccination against certain diseases including COVID-19.  Details can vary by role.

Intuitive is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.

Mandatory Notices

U.S. Export Controls Disclaimer:  In accordance with the U.S. Export Administration Regulations (15 CFR §743.13(b)), some roles at Intuitive Surgical may be subject to U.S. export controls for prospective employees
who are nationals from countries currently on embargo or sanctions status.

Certain information you provide as part of the application will be used for purposes of determining whether Intuitive Surgical will need to (i) obtain an export license from the U.S. Government on your behalf (note: the government’s licensing process can take 3 to 6+ months) or (ii) implement a Technology Control Plan (“TCP”) (note: typically adds 2 weeks to the hiring process).  

For any Intuitive role subject to export controls, final offers are contingent upon obtaining an approved export license and/or an executed TCP prior to the prospective employee’s
start date, which may or may not be flexible, and within a timeframe that does not unreasonably impede the hiring need. If applicable, candidates will be notified and instructed on any requirements for these purposes. 

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

We provide market-competitive compensation packages, inclusive of base pay, incentives, benefits, and equity. It would not be typical for someone to be hired at the top end of range for the role, as actual pay will be determined based on several factors, including experience, skills, and qualifications. The target base compensation ranges are listed.