Clinical Support Specialist – Level 1 - Vitalograph

In September 2024, Morgan Scientific Incorporated (MSI) joined the Vitalograph group of companies as a wholly owned subsidiary. Vitalograph - a global leader in respiratory diagnostics - has had a long and enduring relationship with Morgan Scientific. For both companies, the decision is a natural progression as the combined expertise allows the enlarged organisation to focus on delivering the best possible diagnostic solutions that can enable a better understanding of lung health. 

The acquisition of Morgan Scientific is a key milestone in Vitalograph's plan to develop its respiratory diagnostics business globally, furthering its goal of providing comprehensive testing solutions that enable the best possible respiratory healthcare. Vitalograph is implementing an ambitious growth strategy and is on track to treble its respiratory diagnostics business in the four years leading to 2026.

Benefits:

• 401(k)
• Health insurance
• Paid time off
• Professional development assistance
• Tuition reimbursement
• Shift Flexibility: Availability to work occasional off-hours or on-call shifts if required.
• Remote Support Environment: Primarily a remote support role with potential for occasional in-office or field visits.

The Role:

As a Clinical Support Specialist - Level 1, you will be the first line of technical support for our customers, including secondary care hospitals, allergy and asthma networks, and private practices. You'll assist end-users with hardware and software issues related to our respiratory diagnostic equipment and software solutions, providing efficient troubleshooting and problem resolution to ensure continuity in patient care. This entry-level role is crucial for supporting our commitment to delivering outstanding service in the medical technology field.

Key Responsibilities:

• Provide Tier 1 Support: Respond to customer inquiries and support requests via phone, email, and chat. Address common technical issues, escalating to Level 2 support when necessary.
• Troubleshoot Basic Issues: Assist customers with the usage and troubleshooting all aspects of software function such as managing patient data, testing routines, reports, and workflows. Assist with calibration issues, diagnostic hardware setup, and fault finding.
• Log and Track Incidents: Document all support interactions in the ticketing system, accurately logging issues and resolutions to ensure a clear record of customer interactions.
• Customer Education: Provide basic training to end-users on software and device operations, assisting in best practices to maximize uptime.
• Collaborate: Work with Field Service Engineers and Technical Support teams to handoff more complex issues that require on-site or higher-level intervention.
• Monitor and Follow-Up: Track open cases and follow up to ensure timely resolution, maintaining high customer satisfaction through prompt communication.

Minimum Qualifications:

• Education: Associate or bachelor's degree health sciences or a related field preferred.
• Clinical Experience: Patient-facing clinical experience preferred such as prior work as a Medical Assistant, Technician (in a patient care setting), or similar. Experience as a Respiratory Technician, Respiratory Therapist, or Asthma/Allergy Technician is a plus.
• Technical Skills: Understanding of hardware/software troubleshooting, experience with ticketing systems, and familiarity with diagnostic medical technology or respiratory diagnostics preferred. Prior experience with, or strong affinity and interest in, operating or supporting PC-based software-hardware systems.
• Customer Service Orientation: Strong interpersonal skills with a customer-first mindset, especially in healthcare settings.
• Problem-Solving: Ability to assess issues quickly and apply step-by-step solutions, demonstrating patience and attention to detail.
• Communication: Clear verbal and written communication skills; capable of translating technical terms into layman's language for non-technical users.