Product Support Specialist (Remote)

At Capsa Healthcare, we are more than just a healthcare company. We are a team dedicated to engineering better care and empowering healthcare professionals with innovative product solutions. Join us in our mission to shape the future of healthcare that may even help take care of your family members one day!

We are seeking a full-time Product Support Specialist who is part of Capsa’s Tier One service team. This position is fully remote with a pay range of $25-30/hour.

Become part of a team that supports the backbone of healthcare. We are a global company with a family-first mentality, and we are looking for someone who shares our commitment to enhancing the healthcare experience through innovative product design. If you are ready to make a difference and help shape the future of healthcare, apply now!

As Capsa’s Product Support Specialist, your contributions to the team will include:

• Responsible for determining customer parts requirements across the broad spectrum of Capsa’s product portfolio.
• Provide product support by assisting customers with simple to moderately complex product questions or problems; troubleshoot issues to resolution and directly answer user questions.
• Respond to customer calls or emails to help determine customer product requirements.
• Responsible for preparing product quotes and orders into the proper internal systems (i.e., ERP system).
• Provide tier one level technical support for customer issues concerning Capsa products or systems.
• Triage and escalate customer technical issues as necessary to additional level support.
• Works with customers and other internal departments to resolve problems such as breakdown, wrong parts, replacement solutions, returns, warranties, etc.
• Work with customers on return requests within department guidelines.
• Receive and resolve all incoming customer complaints & concerns.
• Act as a liaison between Regional Sales Managers (RSMs), internal departments and customers.
• Communicate with internal and external customers through various channels in a constructive, positive manner in support of Capsa’s service policy.
• Work closely with the shipping team to meet customer requirements.
• Work closely with the appropriate internal departments to communicate and assist with customer inquiries or technical support needs.
• Follow up with customers and/or RSMs with information relating to their orders (back orders, revised/missed ship date, etc.).
  
  

What We Ask Of You

• Minimum of 3 years’ experience in a product support role.
• Strong technical and mechanical aptitude and learning agility.
• Prior user experience with ERP or CRM systems.
• Excellent communication skills, teamwork spirit, and a positive attitude.
• Strong team skills and the ability to multi-task; working effectively with internal and external individuals/customers.
  
  

What We Offer

You will enjoy a solid compensation and benefits package, including, but not limited to, the following:

Commensurate salary

Paid time off

Paid holidays

Medical, dental and vision insurance

Paid parental leave

401(k) with company match

Company-paid Life, AD&D and Long-term disability insurance

Voluntary Programs For

Short-term disability, Supplemental Life, Accidental Injury and Hospital Indemnity insurance, Critical Illness insurance, and Identify theft coverage

EEO/AA Employer/Vet/Disabled