Key skills
CRMCommunication
About this role
VIVA USA Inc. is seeking a Remote Support Engineer to provide technical support and customer service for internal and external customers. The role involves troubleshooting complex issues, maintaining customer satisfaction, and ensuring compliance with policies and procedures.
Responsibilities:
- Providing phone/email support for internal/external customer, as well as consistent monitoring and accurate documentation utilizing the Customer Relations Software Tool
- Demonstrating a high level of technical expertise in clinical laboratory practice while supporting Dimension Systems
- Demonstrating exceptional customer service skills to improve the customer experience and achieve customer satisfaction by providing highly technical troubleshooting of complex issues to meet issue resolution and achieve customer satisfaction
- Taking timely action and ownership on all open tickets to troubleshoot and resolve internal/external customer issues to the customers satisfaction, and if necessary, escalates customer issues to next level support
- Meeting/Exceeding individual service level metrics to meet the needs of the customer/business
- Compliance to all client pay and T&E policies, as well as all RSC Procedures/Processes
Requirements:
- Candidate must have associate degree and equivalent experience or bachelor's degree in a science-related or engineering field
- Willing to travel up to 20%
- 3-7 Years Comparable Experience (Med-Tech or Engineering Degree, Healthcare Experience)
- Strong computer proficiency
- Microsoft Office Suite (Outlook, Excel, Word)
- Ability to use customer relationship/CRM systems
- Ability to troubleshoot diagnostic laboratory instruments (training provided)
- 3–7 years in Med-Tech, biomedical engineering, engineering, technical support, or healthcare technology environments
- Strong communication skills (phone + written)
- Excellent customer service mindset
- Analytical problem-solving abilities
- Positive, team-oriented attitude
- Ability to work in a fast-paced, dynamic environment
- Associate degree + relevant experience, OR Bachelor's degree in Medical Technology, Biomedical Engineering, Engineering
- Med-Tech, Biomedical Engineering or Engineering Degree Preferred