Technical Support Representative I

Technical Support Representative I

Chelmsford, Massachusetts, United States Or refer someone Job Openings Technical Support Representative I

Job Summary

The Technical Support Associate is responsible for tier 1 customer and Sales Team Support.

Essential Functions

• Provide tier I technical support functions including, but not limited to:
• Provide support for technical and clinical inquiries related to products via telephone, E-Mail and/or Fax on a daily basis
• Follow up to inquiries, and ensures satisfactory customer resolution
• Follow departmental processes and procedures
• Accurate entry of customer reported complaint details into claim tracking system
• Occasional on-call phone support for evening and weekend emergencies
• Participate in internal process documentation creation and verification
• Performs departmental receiving/shipping as required
• Stays current with system information, changes and updates
• Research required information using available resources

Required/Preferred Education and Experience

• 2-year degree/certificate in electronics/biomedical preferred or
• Equivalent experience required
• 2 years prior technical support experience working directly with customers, or equivalent experience working in a technical capacity within the industry. required

Knowledge, Skills and Abilities

• Good customer follow up skills
• Practical experience with Microsoft Office products
• Demonstrated self-starter
• Creative problem-solving skills, attention to detail and well organized