Technical Support Specialist

Role Description The Technical Support Specialist is a full‑time, on‑site role based in Bedford, MA. This role provides front‑line technical assistance to internal and external customers, focusing on resolving product, system, and connectivity issues related to specialized diagnostic equipment and software. Day‑to‑day responsibilities include responding to support requests via phone, email, or ticketing systems, diagnosing issues, guiding customers through troubleshooting steps, and escalating complex cases when necessary. The specialist documents all interactions, maintains accurate records of reported problems and solutions, and collaborates closely with engineering, field service, and customer service teams to optimize support outcomes. This position also contributes to knowledge base content, identifies recurring issues to drive product improvements, and helps ensure high levels of customer satisfaction and service quality. Qualifications Strong technical support and troubleshooting skills, able to diagnose and resolve hardware and software issues efficiently. Solid analytical skills, including the ability to interpret error logs, data, and user feedback to identify root causes and patterns. Customer support and customer satisfaction skills, demonstrating clear communication, empathy, and follow‑through to ensure positive customer experiences. Ability to work effectively with cross‑functional teams, manage multiple support cases, and prioritize tasks in a fast‑paced environment. Relevant experience in medical devices, diagnostics, or laboratory systems is beneficial. An associate or bachelor’s degree in a technical, engineering, or science‑related field, or equivalent practical experience, is preferred. Strong written and verbal communication skills, with proficiency in documenting cases and creating user‑friendly support materials. Familiarity with ticketing systems, remote support tools, and standard office software is advantageous. #J-18808-Ljbffr Werfen North America