[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!

Who You’ll Support

• U.S. veterans using home health products.
• Family members or caregivers.
• VA care coordinators, nursing staff, and program support assistants.

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.

Physical Job Requirements

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position. The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

U.S. Work Authorization & Sponsorship

At Medtronic, we are committed to fostering an environment where employees can thrive and make a meaningful impact. In alignment with our enterprise-wide workforce planning approach, U.S. work authorization sponsorship (H-1B, TN, J, etc.) is offered exclusively for Principal-level roles and above, where specialized expertise aligns with long-term business needs. Roles below the Principal level require candidates to possess unrestricted U.S. work authorization at the time of hire and for the duration of employment.

Recruitment Fraud Alert

We are aware of phishing scams targeting job seekers. Please keep the following in mind:

• Apply only through official Medtronic channels. All legitimate Medtronic recruiting communications come from approved Medtronic platforms and official @medtronic.com email addresses.
• Medtronic will never ask for payment or sensitive personal information (such as bank account or Social Security details) during early stages of the hiring process. Any such requests are not legitimate.
• If you receive a suspicious message claiming to be from Medtronic, do not respond, click links, or open attachments.
• If you have any questions or concerns regarding the authenticity of a communication alleged to have been made by or on behalf of Medtronic, please contact us immediately at [email protected].