The Technical Support Representative provides technical and customer support for device-related inquiries, resolving operational and troubleshooting issues through clear, timely, and empathetic communication. This role ensures accurate documentation, regulatory compliance, and high-quality service delivery for both internal and external customers.
Key Responsibilities:
- Resolve technical and operational issues related to assigned devices
- Provide timely, professional support via phone and other communication channels
- Clearly explain device functionality, issues, and resolutions to customers
- Accurately document all customer interactions in company systems
- Maintain confidentiality of patient and health information in compliance with regulations (e.g., HIPAA)
- Apply product knowledge and troubleshooting skills to diagnose and resolve issues efficiently
- Support technical functions such as testing and calibration, as needed
- Collaborate with internal and cross-functional teams to resolve issues
- Build strong customer relationships through effective communication and service delivery
- Provide backup support and assist in mentoring team members, when required
- Support projects and perform other duties as assigned
Qualifications:
- At least 1 year of experience in Technical Support or a similar role
- Strong communication skills, with the ability to clearly explain technical concepts and device-related issues
- Demonstrates empathy and a customer-focused approach
- Proven experience in technical troubleshooting and handling customer inquiries
- Ability to translate complex technical information into simple, understandable terms
- Strong documentation skills and attention to detail
- Ability to collaborate with cross-functional teams in a fast-paced environment
- Familiarity with healthcare or regulated environments (e.g., HIPAA) is an advantage
