Technical Support Associate 2 - Mexicali

📋 Description

• Provide frontline phone support for da Vinci systems
• Perform initial triage and document issues in CRM
• Review system logs and escalate complex issues
• Maintain case notes and adhere to approved processes
• Collaborate with Technical Support Engineers on knowledge base updates
• Meet quality, accuracy, and throughput targets

🎯 Requirements

• Experience in a regulated call center or technical support
• Familiarity with medical device quality systems
• Escalation-based support experience
• Fluent in Spanish and English
• Strong communication and customer service skills
• Computer proficiency; Salesforce and Microsoft Office preferred