[Hiring] Customer Support Representative @Medtronic

Role Description

We are seeking a Product Support Representative to join a mission-driven team focused on supporting U.S. veterans and the clinicians, caregivers, and VA staff who care for them. In this Tier 1, customer-facing role, you will deliver timely, accurate support that helps ensure care is not disrupted. As part of the Acute Care & Monitoring organization, your work directly supports continuity of care, clinician confidence, and patient outcomes.

This role is especially well suited for individuals passionate about serving veterans and contributing to work that has a meaningful impact. Strong communication and customer support skills are essential, with technical expertise developed through training and hands-on experience.

Schedule: 40 hours per week, within our business hours of Monday – Friday, 7 am – 7 pm central time zone. You will have a regular, predictable shift determined in collaboration with the manager based on business needs and your preferences. Overtime and on-call rotations are available, but not required.

Qualifications

• Minimum of 4 years of relevant work experience (college degree not required).
• Prior experience in a help desk, technical support, or product support environment.
• Ability and willingness to successfully complete VA background clearance, including fingerprinting at a VA Medical Center shortly after hire.

Requirements

• Experience working with veterans, healthcare systems, or government clients.
• Experience supporting healthcare, medical devices, or regulated products.
• Demonstrated comfort handling high-volume phone-based customer interactions.
• Strong verbal communication, listening, and problem-solving skills.
• Ability to communicate effectively with both clinical and non-clinical audiences.
• Familiarity with knowledge base tools (e.g., Confluence or similar platforms).
• For Baccalaureate degrees earned outside of the United States, a degree that satisfies the requirements of 8 C.F.R. § 214.2(h)(4)(iii)(A) is required.

Benefits

• Starting base hourly rate: $21 / hour.
• Optional overtime available, paid at 1.5x the base hourly rate.
• Annual Bonus: Target of 5%.
• 4 weeks paid time off per year.
• 10 paid holidays per year.
• 401(k) with up to 6% match.
• Comprehensive benefits plan, including medical, dental, vision, and more.
• Fully subsidized Bachelor's degree programs paid up front, and many other paid training opportunities!
• Paid family, medical, and parental leave after 1 year of employment.
• Many more benefits to choose from!

Key Responsibilities

• Respond to customer product inquiries, issues, or malfunctions via telephone and chat sessions, with phone support as the primary channel.
• Troubleshoot customer concerns and issues raised during training, product use, or product malfunctions, as well as software applications, and recommend appropriate corrective actions.
• Apply strong interpersonal skills and product knowledge to effectively respond to and resolve customer inquiries.
• Document customer interactions, troubleshooting steps, and recurring product issues clearly and accurately to support product quality initiatives and product development efforts.
• Utilize internal knowledge bases and collaborate with teammates through chat and escalation channels to resolve complex issues.
• Escalate unresolved or advanced technical issues to team leads or senior support resources as needed.