Technical Support Representative

Responsibilities

• Respond to customer product inquiries via telephone, email, or chat.
• Resolve concerns raised during installation, operation, maintenance, or product application and compatibility matters.
• Troubleshoot malfunctioning electronic or mechanical equipment and software applications, recommending corrective action.
• Document customer information and recurring technical issues to support product quality programs and product development.
• Serve as the first point‑of‑contact for patients and medical professionals on all technical and service levels.
• Assist with patient support issues, including training patients over the phone.
• Coordinate with Quality Assurance to ensure customer satisfaction.
• Respond to patient phone calls and emails with troubleshooting tips and specific instructions.
• Review and discuss data with patients.
• Collaborate with other departments as needed.
• Promote and maintain high‑quality technical support standards within the Technical Support department.
• Resolve hardware and software issues.
• Use and maintain software and databases appropriately.
• Document and analyze patient and product information, send replacements and samples, and perform patient follow‑up per department standards.
• Participate in new product training as required when new products are launched.
• Comply with all elements of the Quality System, regulatory requirements, patient confidentiality, and privacy.
• Assist in training new Technical Support Representatives if requested.
• Perform other duties as assigned.

• Ability to work flexible hours on a rotating schedule including evenings, holidays, and weekends; overtime may be required.
• Work independently with minimal supervision and as a team player within a department and with other departments.
• Excellent customer service skills with positive feedback on overall customer service quality.
• Excellent verbal and written communication skills, effective listening, and ability to communicate accurately and effectively in person, over the telephone, through email, and other business correspondence.
• Ability to retain detailed information.
• Demonstrated ability to manage multiple priorities and tasks simultaneously in a fast‑paced environment while maintaining accuracy and attention to detail.
• Problem‑solving skills for a diverse scope and some complex problems.
• Minimum of 2–4 years of related experience.
• High School diploma, certificate, or equivalent education.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.