Technical Support Representative

Hydrafacial LLC; Long Beach (CA); On-site; USD 42,000 - 52,000; Full time

Job summary

Hydrafacial LLC is seeking a Technical Support Representative to provide expert assistance for SkinHealth Systems devices. You will handle multi-channel inquiries, diagnose issues, and coordinate RMAs and field service when needed.

The role emphasizes precise documentation, cross-functional collaboration, and a commitment to improving product quality and support effectiveness. Strong English communication and teamwork are essential.

Qualifications

• 1+ year of contact center or help desk experience in a technical support environment.
• Intermediate proficiency in Microsoft Excel and Smartsheet.
• Strong attention to detail with ability to maintain accurate documentation.

Responsibilities

• Respond to and resolve multi-channel technical inquiries — including phone, email, and escalation queues — with accurate diagnosis and timely follow-through on all cases.
• Diagnose and validate device errors, applying structured troubleshooting to determine root cause and solution.
• Manage the RMA lifecycle from authorization through receipt confirmation with Repair team coordination.
• Maintain meticulous records and technical support logs following procedures and audits.
• Gather and share trend data with cross-functional stakeholders to support product quality improvements.
• Provide expedited support for prioritized or escalated cases with coordinated resolution across teams.
• Support training of internal associates and external stakeholders as directed by the Manager, Technical Support.

Skills

Contact center experience

Technical support

Cross-team collaboration

Education

High school diploma or GED

Tools

Microsoft Excel

Smartsheet

Job description

Job Description: WHY THIS ROLE MATTERS

When a provider encounters a technical issue with a SkinHealth Systems device, the Technical Support Representative is the first line of expert assistance standing 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, maintaining precise documentation, and surfacing recurring trends to improve the product and support experience, the Technical Support Representative is a direct contributor to provider confidence in SkinHealth Systems' devices and service standards.

WHAT YOU’LL DO

• Respond to and resolve multi-channel technical inquiries — including phone, email, and escalation queues — providing accurate diagnosis, troubleshooting guidance, and timely follow-through on all cases.
• Diagnose and validate device errors and technical issues, applying structured troubleshooting to determine root cause and identify the appropriate solution, including field service dispatch or RMA initiation when warranted.
• 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 logs in accordance with established procedures, and conduct 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

• High school diploma or GED.
• 1+ Contact center or help desk experience in a technical support environment.
• Intermediate proficiency in Microsoft Excel and Smartsheet.
• Strong attention to detail with ability to maintain accurate documentation and logs across a high case volume.
• Excellent verbal and written communication skills with ability to 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 or carrying of materials or devices weighing up to 20 lbs.
• Manual dexterity required for keyboard operation and basic device handling.

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.