Nevro (NYSE: NVRO) is a global medical device company headquartered in Redwood City, California. We are focused on delivering comprehensive, life-changing solutions that continue to set the standard for enduring patient outcomes in chronic pain treatment. The company started with a simple mission to help more patients suffering from debilitating pain and developed its proprietary 10 kHz Therapy, an evidence-based, non-pharmacologic innovation that has impacted the lives of more than 100,000 patients globally.
Nevro’s comprehensive HFX™ spinal cord stimulation (SCS) platform includes a Senza SCS system and support services for the treatment of chronic trunk and limb pain and painful diabetic neuropathy. Senza®, Senza II®, Senza Omnia™, and Senza HFX iQ™ are the only SCS systems that deliver Nevro's proprietary 10 kHz Therapy. HFX iQ, Nevro’s latest innovation, is the first and only SCS System that uses Artificial Intelligence to optimize and maintain pain relief using each patient's response1.Nevro’s unique support services provide every patient with an HFX Coach™ throughout their pain relief journey and every physician with HFX Cloud™ insights for enhanced patient and practice management.
Nevro also recently added a minimally invasive treatment option for patients suffering from chronic sacroiliac joint ("SI joint") pain and now provides the most comprehensive portfolio of products in the SI joint fusion space, designed to meet the preferences of physicians and varying patient needs in order to improve outcomes and quality of life for patients.
Job Summary & Responsibilities:Great Customer Experience is one of the keys to Nevro’s success. The Technical Support Specialist is one of the few roles in Nevro that has a direct customer touchpoint to resolve product and therapy questions or issues. This role is critical to ensure that the customer is served as best as we can to ensure that our product and therapy continues to deliver much needed relief to our customers.
The position requires good listening, verbal and written communication skills to accurately present technical information to our non-technical customers. Good organizational and multi-tasking skills is a must to succeed in this high paced environment. The primary responsibility will be to provide technical and clinical info to patients, doctors, and sales reps and document information accurately per company procedures.
This position is assigned to a weekend shift schedule, with regular working days from Wednesday through Friday.
This position will begin as a remote role due to current operational logistics; however, will be expected to be on-site five (5) days per week once the facility is ready for occupancy.
- Provide technical or clinical information to patients, doctors, and our field representatives with appropriate technical information to resolve product or procedural inquiries.
- Answer phone calls and emails from customers and patients, reply to emails from customers, patients and sales reps and document issues generated from company’s social media sites.
- Use a combination of procedures and sound judgement to ensure that all inputs from all sources are evaluated for potential product complaints.
- Initiate all complaints in a timely and compliant manner as per process requirements.
- Conduct Good Faith Effort to follow-up on complaints as required.
- Thoroughly document all information in various systems and ensure that all pertinent data is gather for efficient and thorough processing of product issues.
- Documents all contacts via an approved tracking system per internal, FDA and ISO requirements.
- Maintain proper individual and team metrics to monitor and participate in projects to improve existing processes.
- Refine existing procedures or processes to include new knowledge from the field.
- Provide on call coverage after hours routinely.
- Perform other related duties and responsibilities as assigned.
- Bachelor’s degree in a technical, medical, or scientific background
- Experience with class III medical devices preferred.
- Desired good analytical and problem-solving skills
- Must have working knowledge of database.
- Excellent written and oral communication skills along with good presentation and technical writing
- Can work independently in a team environment
- Takes initiative and proactively seeks quality solutions through continuous improvement
- Effective priority setting
- Working knowledge of Microsoft Office applications
