VELYS Product Customer Support Specialist at Real Staffing (Warsaw, IN) (allows remote)

At Real Staffing

Warsaw, IN

The VELYS Product Specialist is an essential member of the VELYS Digital Surgery platform. The product specialist serves as a primary point of contact for healthcare professionals and patients. This position requires a high level of professionalism and dedication to meeting all stakeholders' requests promptly and accurately in a fast-paced setting.

Specific job responsibilities include:
  • Serve as first point of contact on solution-specific inquiries by utilizing product documents. Become familiar with company web sites and applications available for health care professionals and patients.
  • Perform coordination and tracking duties on solution startups and development. These duties include but are not limited to: Handling customer inquiries, training customers on the solution, partnering with research and development teams to prioritize account specifics item creation, generating status reports, and performing transactions in cloud-based case management system to ensure production milestones are achieved.
  • Educate health care professionals and patients about solution offerings and troubleshoot technical challenges in navigating customer web portals.
  • Conduct demonstrations and trainings with healthcare professionals.
  • Process new customer registrations and update/maintain existing customer portals.
  • Provide web and mobile application navigational support for customers and patients.
  • Direct collaboration with all internal production departments, development engineers and marketing managers.
  • Serve as liaison between the customer and development team to ensure solution items are received in the proper format.
  • Organize and keep track of a large number of documents for each customer.

Job Skills/Requirements:
  • Minimum of 3 years in customer-facing role (External and internal).
  • Bachelor's degree required.
  • Experience and/or managing customer phone calls, emails, including technical support.
  • Ability to take initiative to improve processes and work with limited supervision.
  • Strong verbal and written communication skills.
  • Analytical and active listening skills that will lead to correct pathways to solve problems and offer solutions.
  • Strong interpersonal skills with experience working in team-oriented project groups.
  • Maintain a schedule of deadlines and tasks and possess the ability to prioritize effectively.
  • Experience with Customer Relationship Management (CRM) software and tools preferred.
  • Demonstrates high level of competency with Excel, Word, Outlook, Access, TEAMS, and PowerPoint

Sthree US is acting as an Employment Business in relation to this vacancy.
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