About TalentWorldGroup
At TalentWorldGroup, we think globally and strive for excellence. As a pioneering multilingual contact center, we are redefining remote work by building the workplace of the future. We offer versátil, long-term opportunities for professionals who are passionate about service and innovation.
Position Overview
We are seeking experienced, technically proficient, and organized professionals to join our remote call center operations. Fluent English and Spanish (LATAM) skills, are required.
This role supports a high-quality, home-based project in the online health industry, specifically providing first-level technical support for peritoneal dialysis patients who dialyze at home using cyclers. The position involves inbound and outbound customer service, multitasking across simultaneous cases and calls, and providing both technical troubleshooting and patient education.
Key Responsibilities
- Provide technical support and operational assistance over the phone to chronic renal patients using peritoneal dialysis cyclers.
- Educate patients on troubleshooting alarms and therapy processes, ensuring a compassionate, patient-centered approach.
- Serve as the first point of contact for technical issues; escalate clinical concerns to nursing staff as needed.
- Document all customer interactions accurately and in a timely manner.
- Analyze call data and share customer feedback to improve service quality.
- Collaborate with internal teams via clear, documented communication.
- Coordinate device exchanges when necessary.
- Maintain and improve troubleshooting trees and reference materials.
- Adhere to all environmental, health, safety, and departmental policies.
- Proactively seek enhancements to improve customer experience and equipment reliability.
Requirements
- Fluent English and Spanish (LATAM).
- Associates degree or equivalent experience.
- 2-4 years of related experience in a call center or customer contact environment.
- Previous experience with dialys
📌 Technical Support (Ciudad de México)
🏢 TalentWorldGroup
📍 Ciudad de México
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