Technical Support Associate
Core
Provide first-level technical support for Peritoneal Dialysis (PD) devices, equipment, software, and connectivity solutions via phone, email, and chat to ensure therapy continuity.
Role type
First-level technical support associate (medical devices)
Builds
PD therapy devices, system alarms, device performance, software functionality, data transmission, and connectivity solutions
Domain
Healthcare technology / Medical devices
Deliverable
client delivery
Required skills
troubleshooting, analytical thinking, critical thinking, computer systems proficiency, database management, documentation, case management, escalation protocols, regulatory compliance awareness
Preferred skills
Spanish language proficiency, Associate's Degree
Technologies
case management systems, productivity applications, computer systems
Responsibilities
Diagnose and resolve technical issues with PD devices and software; communicate troubleshooting instructions to patients and healthcare professionals; document customer contacts and case details; escalate advanced issues to engineering or clinical teams; report product complaints and adverse events; maintain expertise through ongoing training; collaborate with cross-functional teams to resolve issues; contribute to knowledge management and documentation updates.
Seniority
Mid-level, hands-on IC
