Customer Support Technician

Restorative Therapies; Baltimore (MD); On-site; USD 50,000 - 70,000; Full time

Job summary

Restorative Therapies in Baltimore, MD is seeking a Customer Support Technician to provide technical support to customers by phone, email, and web inquiries, serving as the first point of contact for product issues and coordinating repair activities.

Ideal candidates have 1–2 years in technical support or customer service in a technical environment, strong problem-solving and communication skills, and familiarity with electronics and Windows operating systems; medical device experience is a

Qualifications

• 1–2 years of experience in technical support, customer service, repair services, or a related technical field.
• Strong mechanical and software troubleshooting aptitude.
• Good understanding of basic electronics, networking concepts, and Microsoft Windows operating systems.
• Associate degree, technical/trade school certification, military technical training, or equivalent experience in electronics, engineering technology, computer systems, or a related field.
• Excellent verbal and written communication skills.
• Strong computer proficiency, including Microsoft Office Suite, databases, CRM systems, and email applications.
• Strong organizational skills with exceptional attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Self-motivated with the ability to work independently and collaboratively within a team.

Responsibilities

• Respond to incoming customer technical support calls and emails in a professional and timely manner.
• Diagnose and resolve customer issues remotely whenever possible.
• Escalate or redirect non-technical inquiries to the appropriate internal departments.
• Create and maintain support tickets for issues requiring additional investigation or repair.
• Prepare and communicate service quotations for non-warranty repairs and process credit card payments as required.
• Ensure all customer calls, messages, and inquiries are documented and addressed promptly.
• Deliver exceptional customer service while maintaining a positive customer experience.
• Manage technical service tickets through resolution.
• Contact customers to gather information, troubleshoot issues, and determine corrective actions.
• Coordinate repair services for issues that cannot be resolved remotely.
• Generate repair quotes and obtain customer approvals when applicable.
• Ensure customers receive an initial response and action plan within 24 business hours of ticket submission.
• Maintain regular communication with customers regarding repair status and issue resolution progress.
• Accurately document all troubleshooting, service actions, and customer interactions

Skills

Technical support

Customer service

Troubleshooting

Windows OS

Electromechanical knowledge

Communication skills

Documentation

Education

Associate degree or technical certification

Tools

CRM systems

ERP systems

Microsoft Office

Service management software

SQL databases

Job description

Department: Service & Repair Work type: Full time — permanent FLSA Classification: Exempt Hours: 9am - 5pm Location: Baltimore MD (if Corporate Office) Reports to: Director of Quality and Regulatory

Summary of Role

The Customer Support Technician is responsible for providing technical support to customers via phone, email, and web-based inquiries. This role serves as the first point of contact for troubleshooting product-related issues, processing technical support requests, and coordinating repair activities when needed. The ideal candidate will have 1–2 years of technical support, customer service experience in a technical environment and possess strong problem-solving, communication, and organizational skills.*Experience in medical devices, quality systems, or regulated environments is highly desirable.

Key Responsibilities:

Accountability 1: Customer Technical Support

• Respond to incoming customer technical support calls and emails in a professional and timely manner.
• Diagnose and resolve customer issues remotely whenever possible.
• Escalate or redirect non-technical inquiries to the appropriate internal departments.
• Create and maintain support tickets for issues requiring additional investigation or repair.
• Prepare and communicate service quotations for non-warranty repairs and process credit card payments as required.
• Ensure all customer calls, messages, and inquiries are documented and addressed promptly.
• Deliver exceptional customer service while maintaining a positive customer experience.

Accountability 2: Technical Support Ticket Management

• Manage technical service tickets through resolution.
• Contact customers to gather information, troubleshoot issues, and determine corrective actions.
• Coordinate repair services for issues that cannot be resolved remotely.
• Generate repair quotes and obtain customer approvals when applicable.
• Ensure customers receive an initial response and action plan within 24 business hours of ticket submission.
• Maintain regular communication with customers regarding repair status and issue resolution progress.
• Accurately document all troubleshooting, service actions, and customer interactions

Qualifications & Requirements:

Required

• 1–2 years of experience in technical support, customer service, repair services, or a related technical field.
• Strong mechanical and software troubleshooting aptitude.
• Good understanding of basic electronics, networking concepts, and Microsoft Windows operating systems.
• Associate degree, technical/trade school certification, military technical training, or equivalent experience in electronics, engineering technology, computer systems, or a related field.
• Excellent verbal and written communication skills.
• Strong computer proficiency, including Microsoft Office Suite, databases, CRM systems, and email applications.
• Strong organizational skills with exceptional attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Self-motivated with the ability to work independently and collaboratively within a team.

Preferred

• Experience working within a medical device manufacturing, service, or support environment.
• Desired knowledge of ISO 13485 Quality Management Systems and medical device industry regulations.
• Quality assurance, quality control, CAPA, complaint handling, or document control experience.
• Familiarity with ERP, ticketing, or service management systems.
• Understanding continuous improvement and root cause analysis methodologies.

Desired Competencies:

• Customer-focused mindset with a commitment to service excellence.
• Strong analytical and troubleshooting skills.
• Hands-on experience with electromechanical instruments and software
• Capable of soldering electrical components
• Ability to communicate technical information clearly to customers
• High level of professionalism, attention to detail, and accountability.
• Commitment to quality, compliance, and continuous improvement.

Limitations and Disclaimer

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position.All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws.Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently. Continued employment remains on an “at-will” basis.Restorative Therapies is an equal opportunity/affirmative action employer.