Customer Support Specialist

Position Overview

The Customer Support Specialist serves as a primary point of contact for customers requiring technical and service-related assistance. This role is responsible for troubleshooting equipment and component concerns, identifying appropriate service solutions, coordinating repairs and replacements, and maintaining clear communication with customers throughout the service process.

The Customer Support Specialist works closely with internal Operations, Service, Shipping, and Accounting teams to ensure customer issues are resolved accurately, efficiently, and with a high level of customer service.

Key Responsibilities

Customer Support & Troubleshooting

• Serve as a primary point of contact for customers experiencing technical or equipment-related issues.
• Provide remote troubleshooting and post-training support.
• Gather relevant information, assess issues, determine appropriate next steps, and escalate more complex concerns when necessary.
• Clearly explain technical information and solutions to customers in a professional and easy-to-understand manner.

Service Coordination & Logistics

• Coordinate equipment repairs, refurbishments, replacements, loaners, and related service activities.
• Manage return labels, shipping logistics, packaging instructions, and other requirements associated with service requests.
• Track equipment throughout the service process and communicate status updates to customers.
• Help ensure service issues are resolved within appropriate timelines.

Documentation & Service Management

• Accurately document customer interactions, troubleshooting steps, service requests, follow-up activities, and resolutions in the company’s ticketing/service management system.
• Maintain complete and accurate service records.
• Review service history and verify applicable warranty or service coverage.
• Monitor open service cases through resolution and ensure appropriate follow-up.

Customer Communication & Follow-Up

• Maintain professional, timely communication with customers regarding service findings, timelines, shipping information, next steps, and resolution.
• Proactively follow up on open cases to ensure customer needs are fully addressed.
• Build positive customer relationships through responsiveness, professionalism, and strong follow-through.

Cross-Functional Support

• Collaborate with internal Service, Operations, Shipping, Accounting, and other teams to resolve customer concerns and improve service workflows.
• Participate in after-hours technical support for urgent service issues when required.
• Perform other duties as assigned to support daily Service Operations.

Core Competencies

• Highly organized and detail-oriented with strong follow-through.
• Maintains professionalism and composure in a fast-paced environment.
• Strong verbal and written communication skills.
• Solutions-oriented and capable of handling changing priorities.
• Demonstrates sound judgment, initiative, and the ability to work independently.
• Comfortable managing multiple customer issues simultaneously.
• Collaborative team player who contributes positively to team goals.
• Adaptable and receptive to feedback and changing processes.

Qualifications — Required

• High school diploma or equivalent.
• 2+ years of experience in customer technical support, service operations, equipment support, or a related field.
• Experience supporting technical equipment, devices, hardware, or other products in a customer-facing environment.
• Strong troubleshooting and problem-solving abilities.
• Ability to assess technical issues remotely and determine appropriate next steps.
• Strong verbal and written communication skills.
• Ability to clearly explain technical information to customers.
• Experience using customer service, ticketing, CRM, or service documentation systems.
• Proficiency with Microsoft Office or similar business applications.

Preferred Qualifications

• Experience supporting technical equipment in a healthcare, medical equipment, or other highly technical environment.
• Experience with service ticketing platforms such as Zendesk or similar systems.
• Experience coordinating equipment repairs, returns, replacements, or shipping logistics.
• Familiarity with warranty/service processes.