Biotech Tech Support Specialist - Hybrid & Training

Nova Biomedical Corporation; Waltham (MA); On-site; USD 65,000 - 70,000; Full time

Benefits offered by this job

Hybrid work arrangements

Bonus Program

Generous PTO & paid holidays

Tuition reimbursement

401k company match

Job summary

Nova Biomedical is seeking a Customer Support Specialist to join the Technical Support team in Waltham, MA. You will communicate by telephone with end users of Nova StatStrip and StatSensor products, troubleshoot issues, and document interactions in the appropriate system.

Responsibilities include assisting with NovaNet support, escalating complex issues, generating RMAs, and helping train new specialists. Work is on-site with some remote days in a collaborative, cross-functional environment.

Qualifications

• Customer support experience in healthcare or biotech is preferred.
• Ability to troubleshoot technical issues and explain solutions by phone.
• Strong communication and documentation skills.

Responsibilities

• Communicate with end users to troubleshoot technical problems and answer questions about StatStrip and StatSensor products.
• Provide customer support for NovaNet and escalate upscale issues to POC Installation and Support Specialists when necessary.
• Document details of each customer call, steps taken, and solutions in the Pivotal database.
• Generate Return Material Authorizations for damaged or defective products.
• Collaborate with Technical Support, Manufacturing, Clinical Applications, Sales and Service to resolve customer concerns.

Skills

Customer support

Troubleshooting

Verbal and written communication

Documentation

Cross-functional collaboration

Education

High School Diploma or equivalent

Tools

NovaNet

Pivotal database

Job description

Nova Biomedical is seeking a Customer Support Specialist to join the Technical Support team in Waltham, MA. You will communicate by telephone with end users of Nova StatStrip and StatSensor products, troubleshoot issues, and document interactions in the appropriate system.

Responsibilities include assisting with NovaNet support, escalating complex issues, generating RMAs, and helping train new specialists. Work is on-site with some remote days in a collaborative, cross-functional environment.