Job Description

You will be a liaison between the Product Support Supervisors and Technical Support Team using independent judgment to quickly solve customer problems while assisting Specialists with case work. You will specialize in the response & resolution of technical complaints for Allergan Aesthetics medical Devices: CoolSculpting, CoolSculpting Elite, Cooltone, Diamond Glow, and Resonic. You will perform all requirements to support the daily business needs of the Product Support department with exceptional internal and external customer service. In addition to providing technical support, you will also serve as the primary liaison between our customers, Sales, Product Surveillance, Customer Operations, Warranty, and Engineering teams.

Provide first and second tier Product support via phone, email, online web tools.

Oversee Product Support phone queue to ensure service level is met, which will require answering calls as needed.

Open and handle multiple cases daily. Write, communicate, and submit customer complaints within the required QA timeframe.

Review and distribute offline responsibilities.

Create and/or update training and reference guides. Conduct call quality and case reviews.

Interface with other departments as needed: Quality Assurance, Customer Support, Service, Shipping, Product Surveillance, Sales, etc.

Assist Product Support team members with log processing and analyzing.

Participate in weekly after-hours call rotation and Management of On-Call schedule.

Work with our service department to coordinate product replacement logistics and in-field repair scheduling.

Effectively handle direct communication with our customers and work closely with the Service Coordinator to facilitate non-warranty quotes, orders, and replacements.