Additional Location(s): US-MN-Arden Hills

Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance

At Boston Scientific, we’ll give you the opportunity to harness all that’s within you by working in teams of diverse and high-performing employees, tackling some of the most important health industry challenges. With access to the latest tools, information and training, we’ll help you in advancing your skills and career. Here, you’ll be supported in progressing – whatever your ambitions.       

About the role

Provide technical support in a call center environment to Boston Scientific field personnel, clinicians, patients, and other internal customers. Assist with set up and troubleshooting of the LATITUDE Remote Patient Management System and may expand into assisting implantable cardiac monitoring (ICM) with website interface, workflow, and frequent questions for other products in CRM & Diagnostics (CRMDx).

Key Responsibilities

• Provide global industry leading technical support over the telephone and email to customers Monday - Friday, an 8-hour working shift between 8AM – 5PM CST (Central Standard Time) including on-call support afterhours.
• Manage phone and email inquiries providing product support for customers utilizing CRM & Diagnostics (CRMDx) products
• Effectively communicates with medical professional and sales representatives in a fast-paced environment to provide answers as quickly as possible
• Effectively identifies the customer needs by asking clarifying questions
• Ability to collaborate with co-workers to improve and sustain process quality
• Demonstrates self-motivation and initiative to identify issues and process improvement ideas
• Educate, support, and train customers through phone and email consultation
• Document and evaluate all customer inquiries, comments, and concerns
• Identify and document product events
• Identify when and where to transfer calls to another department or translation service
• Achieve departmental quality goals
• Achieve 70% phone time (talk and available time)
• Achieve individual key performance indicators as defined

Qualifications:

• Post-secondary degree required – Associates or equivalent education/experience
• Excellent English-speaking ability, strong verbal and written communication skills
• Experience in processes requiring problem solving and critical thinking skills
• Strong customer service skills with the ability to work with and have empathy with patient customers, of all ages, many of whom have little technical knowledge
• Proven ability to work in a fast paced, metric driven environment where schedule adherence and efficiency is critical
• Types 30+ words per minute with the ability to talk and type at the same time
• Proven ability to navigate multiple software systems while communicating with customer
• Strong aptitude for learning system software and product specific information
• Remote candidate must have fast internet and a quiet, distraction free environment in which to work

Preferred:

• 4-year degree
• 3+ years’ experience in customer facing technical call center support role
• Salesforce.com knowledge
• Microsoft Teams knowledge
• Telecom (soft phone) system knowledge
• Experience troubleshooting modems, routers, and cell phones a plus
• Background in healthcare industry and technical support a plus
• Spanish bilingual language proficiency is a plus

Requisition ID: 603719

Minimum Salary: $49500 

Maximum Salary: $94000 

The anticipated compensation listed above and the value of core and optional employee benefits offered by Boston Scientific (BSC) – see www.bscbenefitsconnect.com--will vary based on actual location of the position and other pertinent factors considered in determining actual compensation for the role. Compensation will be commensurate with demonstrable level of experience and training, pertinent education including licensure and certifications, among other relevant business or organizational needs. At BSC, it is not typical for an individual to be hired near the bottom or top of the anticipated salary range listed above.

Compensation for non-exempt (hourly), non-sales roles may also include variable compensation from time to time (e.g., any overtime and shift differential) and annual bonus target (subject to plan eligibility and other requirements).

Compensation for exempt, non-sales roles may also include variable compensation, i.e., annual bonus target and long-term incentives (subject to plan eligibility and other requirements).

For MA positions: It is unlawful to require or administer a lie detector test for employment. Violators are subject to criminal penalties and civil liability.

As a leader in medical science for more than 40 years, we are committed to solving the challenges that matter most – united by a deep caring for human life. Our mission to advance science for life is about transforming lives through innovative medical solutions that improve patient lives, create value for our customers, and support our employees and the communities in which we operate. Now more than ever, we have a responsibility to apply those values to everything we do – as a global business and as a global corporate citizen.

So, choosing a career with Boston Scientific (NYSE: BSX) isn’t just business, it’s personal. And if you’re a natural problem-solver with the imagination, determination, and spirit to make a meaningful difference to people worldwide, we encourage you to apply and look forward to connecting with you!

At Boston Scientific, we recognize that nurturing a diverse and inclusive workplace helps us be more innovative and it is important in our work of advancing science for life and improving patient health. That is why we stand for inclusion, equality, and opportunity for all. By embracing the richness of our unique backgrounds and perspectives, we create a better, more rewarding place for our employees to work and reflect the patients, customers, and communities we serve. 

Boston Scientific Corporation has been and will continue to be an equal opportunity employer. To ensure full implementation of its equal employment policy, the Company will continue to take steps to assure that recruitment, hiring, assignment, promotion, compensation, and all other personnel decisions are made and administered without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identify, gender expression, veteran status, age, mental or physical disability, genetic information or any other protected class.

Please be advised that certain US based positions, including without limitation field sales and service positions that call on hospitals and/or health care centers, require acceptable proof of COVID-19 vaccination status.  Candidates will be notified during the interview and selection process if the role(s) for which they have applied require proof of vaccination as a condition of employment.  Boston Scientific continues to evaluate its policies and protocols regarding the COVID-19 vaccine and will comply with all applicable state and federal law and healthcare credentialing requirements.   As employees of the Company, you will be expected to meet the ongoing requirements for your roles, including any new requirements, should the Company’s policies or protocols change with regard to COVID-19 vaccination.