Technical Support Representative

BeautyHealth; City of Long Beach (NY); On-site; USD 64,747,000 - 67,502,000; Full time

Job summary

Hydrafacial, a leader in beauty health, seeks a Technical Support Representative in the New York area to be the first line of expert assistance for provider devices. You will handle multi-channel inquiries, diagnose issues, coordinate RMAs, and maintain thorough documentation, collaborating with cross-functional teams to ensure minimal disruption to treatment schedules.

Ideal candidates have a high school diploma, 1+ years in a technical support role, and strong English communication; bilingual

Qualifications

• 1+ years in contact center or help desk in a technical setting.
• Proficient in Microsoft Excel and Smartsheet.
• Strong attention to detail with accurate documentation and logs.
• Excellent written and verbal English communication.
• Ability to work independently and with cross-functional teams.
• English language proficiency required.

Responsibilities

• Respond to technical inquiries via phone, email, and escalation queues with accurate diagnosis.
• Diagnose device errors and determine root cause, including dispatch or RMA as needed.
• Manage the RMA lifecycle from authorization through return to service.
• Maintain meticulous records and logs and conduct routine audits.
• Share trend data with manufacturing and education teams to drive improvements.
• Provide support for prioritized or escalated cases across teams.
• Assist training of internal associates and external stakeholders as directed by management.
• Perform other duties as assigned.

Skills

Communication skills

Documentation

Independent worker

English proficiency

Education

High school diploma or GED

Tools

Microsoft Excel

Smartsheet

Job description

About Us

Hydrafacial is a global category-creating company focused on bringing innovative products to market and delivering beauty health experiences by reinventing our consumer’s relationship with their skin, their bodies and their self-confidence.

Every person here is a key player in our success. We are firm believers in making the little things count each day so the big things will follow. If this sounds like you, come check us out! This is the perfect opportunity to work with some of the best leaders in the industry while you gain the global and strategic experience to add to your professional toolbox.

Job Description:

WHY THIS ROLE MATTERS

When a providerencountersa technical issue with aSkinHealthSystems device, the Technical Support Representative is the first line of expertassistancestanding between that problem and a disrupted treatment schedule. This role handles the full spectrum of technical support activity — from routine troubleshooting calls to complex escalations requiring rigorous diagnosis, RMA coordination, and cross-team collaboration. By resolving issues accurately and efficiently,maintainingprecise documentation, and surfacing recurring trends to improve the product and support experience, the Technical Support Representative is a direct contributor to provider confidence inSkinHealthSystems’ devices and service standards.

WHAT YOU’LL DO

• Respond to and resolve multi-channel technical inquiries — including phone, email, and escalation queues — providingaccuratediagnosis, troubleshooting guidance, andtimelyfollow-throughonall cases.
• Diagnose andvalidatedevice errors and technical issues, applying structured troubleshooting todetermineroot cause andidentifytheappropriate solution, including field service dispatch or RMA initiation whenwarranted.
• Manage the RMA lifecycle from authorization through receipt confirmation, coordinating with the Repair team to track onsite repairs and ensure no unnecessary delays in device return to service.
• Maintain meticulous records and technical support logsin accordance withestablishedprocedures, andconduct daily and weekly documentation audits to ensure accuracy.
• Gather and share trend data with cross-functional stakeholders — including manufacturing and education teams — to support continuous improvement in product quality and support effectiveness.
• Provide expedited support for prioritized or escalated cases, including complex complaints requiring in-depth troubleshooting and coordinated resolution across teams.
• Support training of internal associates and external market stakeholders as directed by the Manager, Technical Support.
• Perform other duties as assigned.

WHAT WE’RE LOOKING FOR

Required

• High school diploma or GED.
• 1+Contact center or help desk experience in a technical support environment.
• Intermediateproficiencyin Microsoft Excel and Smartsheet.
• Strong attention to detail withabilitytomaintainaccuratedocumentation and logs across a high case volume.
• Excellent verbal and written communication skills withabilityto explain technical issues clearly to non-technical customers.
• Ability to work both independently and collaboratively across support and operations teams.
• Excellent oral and written communication skills in English

Preferred

• Bilingual in English and Spanish.
• Experience contributing to process improvement or operational efficiency projects.

PHYSICAL REQUIREMENTS OF THE JOB

• Primarily office or contact-center environment; prolonged periods of sitting while working at a computer and on the phone.
• Occasional lifting orcarrying ofmaterials or devices weighing up to 20 lbs.
• Manual dexterityrequiredfor keyboard operation and basic device handling.

We mean it when we say you’ll LOVE this role.

Base Pay: $23.00/hour

Hydrafacial is proud to be an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, sex, religion, sexual orientation, national origin, gender identity, gender expression, age, disability, genetic information, pregnancy or any other protected characteristic as outlined by color, federal, state or local laws. We are committed to working with and providing accommodation to applicants with physical and mental disabilities.

Hydrafacial does not accept unsolicited assistance or resumes/CVs from third party search firms. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral or CV/resume submitted by a search firm to any employee at our company without a valid written search agreement. If we need additional support, we will be sure to reach out directly to one of our preferred providers.Please no phone calls or emails.