Technical Support Specialist

Hiring for a Technical Support Specialist in Middlebury! Job Description The Technical Support Specialist provides responsive, high-quality support to customers and end users by phone and email. In this role, you troubleshoot device issues, create and manage case complaints, process return authorizations, and support the repair process from estimate through completion. You prepare estimates, generate work and sales orders for repaired units, track turnaround commitments, maintain detailed repair documentation, and handle a variety of administrative tasks. Success in this position requires strong customer service experience, proficiency with Microsoft Office, clear written and verbal communication, and the ability to stay organized and multitask in a busy, regulated environment. Responsibilities Respond promptly to customer and end user inquiries via phone and email, providing clear, professional, and reassuring support. Troubleshoot device issues by gathering detailed information, guiding customers through basic checks, and documenting findings accurately. Create case complaints and service tickets that capture device problems, customer concerns, and relevant history in a clear and organized manner. Process return merchandise authorizations (RMAs), including initiating returns, confirming details with customers, and ensuring proper documentation. Prepare estimates for repairs by reviewing technician findings, calculating costs, and communicating timelines and expectations to customers. Create work orders and sales orders for repaired units, ensuring all information is accurate and aligned with company procedures. Track turnaround commitments for repairs and returns, monitoring progress and following up with technicians and customers to meet deadlines. Maintain complete and accurate repair documentation, including service reports, device history, and regulatory records as required. Provide general administrative support such as data entry, paperwork processing, document filing, and coordination of daily service activities. Collaborate closely with RMA technicians on the shop floor to understand device issues, confirm repair status, and relay information back to customers. Summarize technician findings using clear technical writing to create service reports that explain device issues and repairs in an understandable way. Use Microsoft Office applications to manage RMAs, track orders, prepare documentation, and support daily administrative tasks efficiently. Follow established procedures and regulatory processes to ensure all service activities comply with quality systems and industry requirements. Multitask effectively between customer calls, emails, RMAs, paperwork, and follow-up activities throughout the day while maintaining accuracy. Support exposure to quality systems, document control, audits, and regulatory documentation by adhering to process-oriented workflows. Contribute to a supportive culture by communicating professionally with colleagues, sharing information, and helping maintain a positive work environment. Essential Skills Proven customer service experience, including handling phone calls, addressing concerns, and providing a professional and reassuring experience in stressful situations. Strong proficiency with Microsoft Office for managing RMAs, processing paperwork, documenting service information, and completing administrative tasks. Technical writing skills to accurately summarize technician findings and create clear, concise service reports that explain device issues and repairs. Administrative support experience with organization, multitasking, data entry, paperwork processing, and coordination of multiple responsibilities. Ability to work effectively in a manufacturing environment with exposure to devices, technicians, and shop floor activities. Familiarity with regulatory processes and operating under strict procedures and requirements. Experience using ERP systems such as NetSuite or similar platforms to navigate orders, RMAs, and customer information. Process-oriented mindset to follow established workflows, quality systems, and regulatory documentation requirements. Strong verbal and written communication skills for speaking with customers, explaining repair processes, and handling sensitive situations professionally. High level of attention to detail to accurately process RMAs, service reports, estimates, and repair documentation. Ability to multitask and shift quickly between customer calls, emails, RMAs, paperwork, and follow-up activities while maintaining quality and accuracy. Additional Skills & Qualifications Experience in a regulated industry such as medical devices, quality systems, or manufacturing environments. Exposure to document control, audits, and regulatory documentation processes. Comfort working closely with technical teams and translating technical information into customer-friendly language. Strong organizational skills and time management abilities in a fast-paced, high-volume support environment. Interest in building a career in a regulated, process-driven setting with opportunities for growth and skill development. Work Environment This position is fully onsite with standard hours from 8:00 a.m. to 5:0 p.m. The role is primarily desk-based, with approximately 90% of the time spent at a workstation handling calls, emails, documentation, and administrative tasks. The remaining 10% of the time involves working directly with RMA technicians on the shop floor in a manufacturing environment to review devices, confirm repair status, and coordinate service activities. You will work within established quality systems, document control processes, audits, and regulatory documentation, using tools such as Microsoft Office and an ERP system (e.g., NetSuite or similar). The culture emphasizes work-life balance, career growth, and employee appreciation, including company-provided lunch every day, and offers a supportive environment where collaboration and clear communication are valued. Job Type & Location This is a Contract to Hire position based out of Middlebury, CT. Pay and Benefits The pay range for this position is $22.00 - $26.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully onsite position in Middlebury,CT. Application Deadline This position is anticipated to close on Oct 1, 2026. About Actalent Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 20,000 consultants and 5,000 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500. We are proud to be an Engineering News-Record (ENR) Top 500 Design Firm for our engineering design services and a ClearlyRated Best of Staffing® winner for both client and talent service. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email View email address on click.appcast.io for other accommodation options. San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records. Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools. #J-18808-Ljbffr Actalent