Hybrid Customer Support Specialist — Tech Troubleshooter

Nova Biomedical; Waltham (MA); Hybrid; USD 65,000 - 70,000; Full time

Benefits offered by this job

Hybrid work arrangements

Competitive 401k match

Bonus program

Tuition reimbursement

PTO and paid holidays

Job summary

Nova Biomedical in Waltham, MA, seeks a Customer Support Specialist to join our Technical Support team. You will troubleshoot issues with NovaStatStrip and NovaNet, assist end users by phone, and document all interactions in our systems. Model a collaborative, professional, and customer-focused approach to service.

The role emphasizes troubleshooting, accurate record-keeping, and cross-department collaboration in a dynamic medical device environment. On-site with partial remote work is possible.

Qualifications

• High School Diploma or equivalent required, preferably with a strong emphasis in laboratory sciences, chemistry, or biology.
• 1 to 3+ years of customer support experience preferred.
• Experience in a point-of-care, clinical laboratory, biotechnology, or research laboratory setting is a plus.

Responsibilities

• Troubleshoot technical problems for end users by telephone.
• Document customer interactions, troubleshooting steps, and resolutions in the Pivotal database.
• Generate Return Material Authorsations to replace damaged or defective products and consumables.
• Collaborate with Technical Support, Manufacturing, Clinical Applications, Sales, and Service teams to resolve customer concerns.

Skills

Customer support

Telephone troubleshooting

Documentation

Cross-functional collaboration

Communication skills

Education

High School Diploma with science emphasis

Job description

Nova Biomedical in Waltham, MA, seeks a Customer Support Specialist to join our Technical Support team. You will troubleshoot issues with NovaStatStrip and NovaNet, assist end users by phone, and document all interactions in our systems. Model a collaborative, professional, and customer-focused approach to service.

The role emphasizes troubleshooting, accurate record-keeping, and cross-department collaboration in a dynamic medical device environment. On-site with partial remote work is possible.