The Technical Product Support Specialist will provide technical product support to a variety of individuals including end users, partner channels, and internal customers. They will be responsible for case management in the Customer Relationship Management (CRM) system, handling complaint cases, initiating product returns/replacements, and providing remote assistance as needed.
Essential Duties & Responsibilities
Resolve customer's product or service issues or concerns
Manage case and email queues to provide technical support and general product questions
Provide customer support using a remote access service application
Triage the issue and determine the level of escalation required to resolve the issue
Maintain an expert level of technical knowledge of existing and new products and department procedures after training
Read, comprehend, and retain training materials, owner manuals, work instructions, etc.
Document transactions into CRM system accurately and timely
Document transactions into ERP system accurately and timely
Provide administrative support, assist with special projects, and other tasks as assigned
Qualifications
BA/BSc or equivalent work experience required
Minimum of one year of Customer Support experience required: medical device industry preferred
CRM and ERP experience required: SalesForce and QAD preferred
Excellent verbal and written communication skills
Critical thinking and problem-solving capabilities
Efficient and skilled in trouble-shooting techniques
Strong sense of urgency and time management
Qualifications
EducationBachelors (required) ExperienceMinimum of one year of Customer Support experience (required) CRM and ERP experience required: SalesForce and QAD (preferred)