Technical Support Representative I

Phantom Staffing; Chelmsford (MA); On-site; USD 40,000 - 55,000; Full time

Job summary

A staffing agency is seeking a Technical Support Representative I to handle tier 1 customer inquiries and support for technical issues. Responsibilities include providing support through various communication methods, ensuring customer satisfaction, and documenting complaints accurately. Ideal candidates will have a 2-year degree in electronics or biomedical fields and experience in technical support. This role emphasizes good follow-up skills and proficiency with Microsoft Office products.

Qualifications

• 2-year degree or certification in electronics or biomedical preferred.
• 2 years of technical support experience or equivalent technical capacity experience required.

Responsibilities

• Provide tier I technical support via telephone, email, and/or fax.
• Follow up on inquiries and ensure customer resolution.
• Accurate entry of customer complaints into tracking system.

Skills

Customer follow-up skills

Practical experience with Microsoft Office

Creative problem-solving skills

Attention to detail

Organization

Education

2-year degree/certificate in electronics/biomedical

2 years prior technical support experience

Job description

About the job Technical Support Representative I

Job Summary
The Technical Support Associate is responsible for tier 1 customer and Sales Team Support.

Essential Functions

• Provide tier I technical support functions including, but not limited to:
• Provide support for technical and clinical Inquiries related to products via telephone, E-Mail and/or Fax on a daily basis
• Follow up to inquiries, and ensures satisfactory customer resolution
• Follow departmental processes and procedures
• Accurate entry of customer reported complaint details into claim tracking system
• Occasional on-call phone support for evening and weekend emergencies
• Participate in internal process documentation creation and verification
• Performs departmental receiving/shipping as required
• Stays current with system Information, changes and updates
• Research required information using available resources

Required/Preferred Education and Experience

• 2-year degree/certificate in electronics/biomedical preferred or
• 2 years prior technical support experience working directly with customers, or equivalent experience working in a technical capacity within the industry. required

Knowledge, Skills and Abilities

• Good customer follow up skills
• Practical experience with Microsoft Office products
• Demonstrated self-starter
• Creative problem-solving skills, attention to detail and well organized