Customer Support Technician

Customer Support Technician

The Customer Support Technician is responsible for providing technical support to customers via phone, email, and web-based inquiries. This role serves as the first point of contact for troubleshooting product-related issues, processing technical support requests, and coordinating repair activities when needed. The ideal candidate will have 1–2 years of technical support, customer service experience in a technical environment and possess strong problem-solving, communication, and organizational skills.

Experience in medical devices, quality systems, or regulated environments is highly desirable.

• Respond to incoming customer technical support calls and emails in a professional and timely manner.
• Diagnose and resolve customer issues remotely whenever possible.
• Escalate or redirect non-technical inquiries to the appropriate internal departments.
• Create and maintain support tickets for issues requiring additional investigation or repair.
• Prepare and communicate service quotations for non-warranty repairs and process credit card payments as required.
• Ensure all customer calls, messages, and inquiries are documented and addressed promptly.
• Deliver exceptional customer service while maintaining a positive customer experience.

• Manage technical service tickets through resolution.
• Contact customers to gather information, troubleshoot issues, and determine corrective actions.
• Coordinate repair services for issues that cannot be resolved remotely.
• Generate repair quotes and obtain customer approvals when applicable.
• Ensure customers receive an initial response and action plan within 24 business hours of ticket submission.
• Maintain regular communication with customers regarding repair status and issue resolution progress.
• Accurately document all troubleshooting, service actions, and customer interactions

• 1–2 years of experience in technical support, customer service, repair services, or a related technical field.
• Strong mechanical and software troubleshooting aptitude.
• Good understanding of basic electronics, networking concepts, and Microsoft Windows operating systems.
• Associate degree, technical/trade school certification, military technical training, or equivalent experience in electronics, engineering technology, computer systems, or a related field.
• Excellent verbal and written communication skills.
• Strong computer proficiency, including Microsoft Office Suite, databases, CRM systems, and email applications.
• Strong organizational skills with exceptional attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Self-motivated with the ability to work independently and collaboratively within a team.

• Experience working within a medical device manufacturing, service, or support environment.
• Desired knowledge of ISO 13485 Quality Management Systems and medical device industry regulations.
• Quality assurance, quality control, CAPA, complaint handling, or document control experience.
• Familiarity with ERP, ticketing, or service management systems.
• Understanding continuous improvement and root cause analysis methodologies.

• Customer-focused mindset with a commitment to service excellence.
• Strong analytical and troubleshooting skills.
• Hands-on experience with electromechanical instruments and software
• Capable of soldering electrical components
• Ability to communicate technical information clearly to customers
• High level of professionalism, attention to detail, and accountability.
• Commitment to quality, compliance, and continuous improvement.

The above job description is meant to describe the general…