Technical Support Representative

The Technical Support Representative provides technical and customer support for device-related inquiries, resolving operational and troubleshooting issues through clear, timely, and empathetic communication. This role ensures accurate documentation, regulatory compliance, and high-quality service delivery for both internal and external customers.

Key Responsibilities:

• Resolve technical and operational issues related to assigned devices
• Provide timely, professional support via phone and other communication channels
• Clearly explain device functionality, issues, and resolutions to customers
• Accurately document all customer interactions in company systems
• Maintain confidentiality of patient and health information in compliance with regulations (e.g., HIPAA)
• Apply product knowledge and troubleshooting skills to diagnose and resolve issues efficiently
• Support technical functions such as testing and calibration, as needed
• Collaborate with internal and cross-functional teams to resolve issues
• Build strong customer relationships through effective communication and service delivery
• Provide backup support and assist in mentoring team members, when required
• Support projects and perform other duties as assigned

Qualifications:

• At least 1 year of experience in Technical Support or a similar role
• Strong communication skills, with the ability to clearly explain technical concepts and device-related issues
• Demonstrates empathy and a customer-focused approach
• Proven experience in technical troubleshooting and handling customer inquiries
• Ability to translate complex technical information into simple, understandable terms
• Strong documentation skills and attention to detail
• Ability to collaborate with cross-functional teams in a fast-paced environment
• Familiarity with healthcare or regulated environments (e.g., HIPAA) is an advantage