Medical Device Technical Support Specialist

Restorative Therapies

Baltimore (MD)

On-site

USD 50,000 - 70,000

Full time

3 days ago

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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