Technical Support Specialist

At Vestibular First, we pride ourselves on delivering an exceptional, reliable support experience for our clinical partners. We are seeking a tech-savvy, detail-oriented, and customer-focused Support Specialist to join our mission-driven team. In this role, you will be the voice of our brand, proactively managing technical inquiries and ensuring that every interaction reflects our commitment to excellence. You will provide critical technical and administrative assistance, navigating the requirements of our repair and replacement processes within an FDA-regulated environment with the same care and precision that defines our strong reputation.

If you are passionate about blending technical troubleshooting with a concierge-level approach to customer service, we want to hear from you!

At Vestibular First, we pride ourselves on delivering an exceptional, reliable support experience for our clinical partners. We are seeking a tech-savvy, detail-oriented, and customer-focused Support Specialist to join our mission-driven team. In this role, you will be the voice of our brand, proactively managing technical inquiries and ensuring that every interaction reflects our commitment to excellence. You will provide critical technical and administrative assistance, navigating the requirements of our repair and replacement processes within an FDA-regulated environment with the same care and precision that defines our strong reputation.

If you are passionate about blending technical troubleshooting with a concierge-level approach to customer service, we want to hear from you!

• Technical Support: Assist customers via email and phone with device and software setup, usage, and troubleshooting Address technical questions related to computer requirements, product functionality, and software configuration.
• Repair & Replacement Management: Intake repair and replacement requests, manage RMA workflows, and provide preventative education, ensuring sufficient and accurate documentation, issue resolution, and adherence to company protocols and policies.
• Communication & Compliance: Draft clear, professional, and FDA-compliant responses to customers. Provide responsive customer support while promoting a positive customer experience. Maintain privacy and data integrity across all communication platforms.

• Experience: 3-5 years of IT tech support experience is required. Experience with in regulated industries like medical devices is preferred.
• Skills: Strong verbal and written communication skills. Proficiency in troubleshooting both Windows and Mac OS environments. Excellent customer service skills with a friendly, patient, and professional approach to supporting users.
• Education: Associate’s or Bachelor’s degree in a technical or business-related field is required.
• Availability: Part-time schedule, in-person, Monday–Friday, 10:00 AM – 2:00 PM. The role will eventually grow into a full-time position with full benefits.