Service Technician

JOB DESCRIPTION

Day-to-Day Responsibilities

Serve as a first point of contact for customers needing product or technical support

Manage customer inquiries through a shared email inbox, ensuring requests are responded to accurately and in a timely manner

Provide customer support and troubleshooting over the phone and via email

Remotely access doctors’/customers’ computers to diagnose and troubleshoot technical issues

Assist with troubleshooting hardware, software, and connectivity-related problems

Document customer issues, troubleshooting steps, and resolutions

Work closely with internal team members to escalate more complex technical issues when needed

Participate in onsite technical and product training to develop knowledge of the company's equipment

Maintain a professional, patient, and customer-focused approach when working through technical issues

Opportunity for occasional travel as the employee progresses within the role

REQUIRED SKILLS AND EXPERIENCE

-1+ year of customer service, customer support, help desk, or related experience preferred, but open to strong entry-level candidates

-Strong verbal and written communication skills

-Comfortable spending the majority of the day working on a computer, answering emails, and assisting customers over the phone

-Ability to effectively manage and prioritize requests coming through a shared email inbox

-Technically inclined and comfortable learning how to troubleshoot hardware and computer-related issues

-Comfortable remotely accessing a customer's computer to walk through and resolve issues

-Strong problem-solving skills with the ability to ask the right questions and work through an issue step-by-step

-Comfortable working in a fast-paced, customer-facing environment

-Willing and able to complete technical training onsite

-Open to occasional travel as they grow within the position

NICE TO HAVE SKILLS AND EXPERIENCE

-Previous technical support, help desk, desktop support, or product support experience

-Experience troubleshooting hardware, software, peripherals, or connectivity issues

-Experience working with a ticketing system or shared customer support inbox

-Experience supporting customers in the medical device, healthcare technology, electronics, or equipment industries

-Experience providing remote technical assistance to non-technical users