Technical Support Representative (CSR)

Job Description

Job Description

FLAG’s mission is to show our contractors & clients the best this industry can offer by upholding our principles of leadership, service, and exceptionalism.

For a Best-in-Class experience, partner with FLAG and allow us to demonstrate how we’re changing the industry, and how we can do the same for you.

We are looking to hire a Tech Support Representative in the city of Long Beach, CA. . This is a Contract to Hire opportunity to join a growing manufacturing company!

Job Type: Contract-to-Hire; Onsite

Pay Range: $23.00/hour

Schedule: Monday–Friday, 8:00 AM – 5:00 PM (Must be Flexible to work weekends & holidays as required)

Job Description:

WHY THIS ROLE MATTERS

When a provider encounters a technical issue with a SkinHealth Systems device, the Technical Support Representative is the first line of expert assistance standing between that problem and a disrupted treatment schedule. This role handles the full spectrum of technical support activity — from routine troubleshooting calls to complex escalations requiring rigorous diagnosis, RMA coordination, and cross-team collaboration. By resolving issues accurately and efficiently, maintaining precise documentation, and surfacing recurring trends to improve the product and support experience, the Technical Support Representative is a direct contributor to provider confidence in SkinHealth Systems' devices and service standards.

WHAT YOU’LL DO

• Respond to and resolve multi-channel technical inquiries — including phone, email, and escalation queues — providing accurate diagnosis, troubleshooting guidance, and timely follow-through on all cases.
• Diagnose and validate device errors and technical issues, applying structured troubleshooting to determine root cause and identify the appropriate solution, including field service dispatch or RMA initiation when warranted.
• Manage the RMA lifecycle from authorization through receipt confirmation, coordinating with the Repair team to track onsite repairs and ensure no unnecessary delays in device return to service.
• Maintain meticulous records and technical support logs in accordance with established procedures, and conduct daily and weekly documentation audits to ensure accuracy.
• Gather and share trend data with cross-functional stakeholders — including manufacturing and education teams — to support continuous improvement in product quality and support effectiveness.
• Provide expedited support for prioritized or escalated cases, including complex complaints requiring in-depth troubleshooting and coordinated resolution across teams.
• Support training of internal associates and external market stakeholders as directed by the Manager, Technical Support.
• Perform other duties as assigned.

WHAT WE’RE LOOKING FOR

Required

• High school diploma or GED.
• 1+ Contact center or help desk experience in a technical support environment.
• Intermediate proficiency in Microsoft Excel and Smartsheet.
• Strong attention to detail with ability to maintain accurate documentation and logs across a high case volume.
• Excellent verbal and written communication skills with ability to explain technical issues clearly to non-technical customers.
• Ability to work both independently and collaboratively across support and operations teams.
• Excellent oral and written communication skills in English

Preferred

• Bilingual in English and Spanish.
• Experience contributing to process improvement or operational efficiency projects.

PHYSICAL REQUIREMENTS OF THE JOB

• Primarily office or contact-center environment; prolonged periods of sitting while working at a computer and on the phone.
• Occasional lifting or carrying of materials or devices weighing up to 20 lbs.
• Manual dexterity required for keyboard operation and basic device handling.