Description: The Solta Product Support Specialist provides 1st level troubleshooting and technical support to customers and assists the country business units with complaint input and resolution. The Product Support Specialist is required to be technically knowledgeable in all of Solta’s product offerings, and be capable of providing technical support and RMA logistics in a professional and courteous manner with the overall goal of maximizing customer satisfaction. .

Reports To: Business Director  

Principle Responsibilities and Duties:
Note: The following are meant to be representative but not necessarily all inclusive of the duties and responsibilities for this position title.

• Provide effective hardware, software and consumable troubleshooting assistance to Solta customers, via phone and email.
• Utilize, FAQs, Solution Scripting Guides and Knowledge Bases.
• Assist Solta Service team with Solta product repair advice including field and depot repair.
• Document all support activities (Cases) in the Product Support database (Salesforce.com/ServiceMax).
• Manage all details of a Case from start to finish, ensuring effective and timely resolution, case closure and customer satisfaction.
• Identify and escalate reliability issues and trends to Manager for immediate action or for future improvement.
• Learn all product support processes and identify opportunities for process streamlining and improvement.
• Develop and help implement strategies to increase customer satisfaction.
  Perform special projects as directed by Manager.
• Coordinate and work closely with other teams and departments.
• Repair products and verify the safety and effectiveness of a product after repair.
• Produce and sign repair records.

• Experience, Education, Training, Traits:
• Two years' previous product support call center experience, preferably in a medical device environment.

• High School diploma or equivalent required. 
• AA degree or vocational technical school certification preferred and / or equivalent related experience.
• Exceptional customer communication and customer care skills.
• Excellent technical, analytical, interpersonal, verbal, organizational and communication skills.
• Proficiency with MS Excel, Word, etc.
• Quick, high productivity contributor.

Language and Verbal Skills
Must speak fluent English.  Multiple language skills for effectively communication with customers from multiple APAC countries is highly desirable.  Individual must have excellent verbal and written communication skills and a demonstrated ability to communicate clearly and professionally.

Math Skills
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Analytical and Reading Skills
Ability to read, analyze, interpret and assist in the creation and refinement of company procedures. Ability to define problems, collect data, establish facts, draw valid conclusions and report on findings.

Physical Requirements
While performing the duties of this job, the employee may be required to perform lifting tasks of up to 10 pounds for short durations. Duties of this job may involve standing and/or walking for extended periods of time. Duties also involve daily keyboard data entry. Specific vision abilities required by this job include close vision.

Work Environment
Most work will be performed in an office environment. The noise level in the work environment is usually low to moderate.

Safety
Solta Medical is committed to the health and safety of our employees. We expect that all employees will perform their responsibilities while maintaining a safe, cooperative, and productive work environment, thus ensuring the health and safety of themselves and others.