Platform Support Specialist

Job Title:Platform Support Specialist

Department:Implant Management
Reporting to: Manager of Platform Support

Location: Baltimore, MD (Not Remote - In-Office at least 2 days per week)

Hours of work: Typical hours of work are from 8:30 AM until 5:30 PM local time Monday through Friday. Flexibility of Working Hours dependent on location. Additional hours may be necessary as needed. This position is exempt from overtime.

Compensation: $50,000 annually.

Who we are:
InVita develops specialized medical software for regulated industries that support the advancement of public health and safety. We are the acknowledged leader in the markets we serve. Our subject matter expertise is unmatched in the industry and our products are used by public health and medical professionals across the globe. We have employees spanning across the US and two main offices (Baltimore & Los Angeles).

Overview:
As part of the Platform Support Team, this role will serve customers by providing product and service information and troubleshoot and resolve product and service issues via telephone, email, and JIRA Ticketing. The Platform Support Specialist will also be responsible for uploading customer information into their account specified database, running customer reports, and database account maintenance.

Who:
The individual will be a strong customer focus individual with an upbeat personality. The individual must also maintain a positive, empathetic, and professional attitude with our customers, who are usually hospital administrators in hospitals, surgical centers, wound care centers, etc. This is a very fast-paced environment, so having the ability to multi-task and work independently is a must. Our ideal Platform Support Representatives are enthusiastic, proactive, team-oriented, and dedicated to fulfilling our customers' needs promptly and courteously.

Essential Functions:

• Provide quality customer support, including answering customer inquiries via phone, email, and JIRA Ticketing.
• Record customer information within our customer relationship management software.
• Engage with clients in a friendly and professional manner while actively listening to their concerns.
• Offer support and solutions to customers in accordance with the company's customer service policies.
• Utilizes Customer Service resources to provide high level of consistent customer assistance.
• Communicates effectively with all departments, including Sales, Customer Success, Engineering, Product Development, Accounts Receivable, HR, and Marketing.
• Assist in establishing collateral and best practice material for our customers.
• Other duties as requested.

Qualifications:

• Bachelors or 4 year degree.
• 3+ years inbound (phone) Customer Service experience in a fast-paced environment with demonstrated commitment to providing exceptional customer support.
• Excellent problem solving/troubleshooting skills.
• Strong knowledge with Microsoft Word and Excel, Windows, and internet browsing/researching is required.
• Strong written skills are required, as well as outstanding interpersonal and time management skills.
• Must be organized, detail-oriented, customer-focused, self-motivated, able to multitask, and be a team player.
• Clear and confident verbal communication.
• Ability to accurately type 45+ corrected words per minute.
• Ability to work independently is a must.
• Ability to prioritize assignments.
• Ability to work under stressful conditions.
• Must be reliable with very minimal attendance issues.
• Knowledge of OR procedures, practices, terminology, and Joint Commission Standards a plus, but not required.

Physical Demands and Work Environment:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

• While performing the duties of this position, prolonged periods of sitting at a desk and working on a computer may be required.
• Additionally, the employee is regularly required to talk or hear.
• The employee frequently is required to use hands or fingers, handle, or feel objects, tools, or controls.
• The employee is occasionally required to stand, walk, sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.
• The employee must occasionally lift and/or move up to 15 pounds.
• Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.
• The noise level in the work environment is usually moderate.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and perform any other job-related duties requested by any person authorized to give instructions or assignments.

This document does not create an employment contract, implied or otherwise, other than an "at-will" relationship.

InVita provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.