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Product Support Representative

Waltham, MA 02451

Posted: 05/30/2023 Employment Type: Direct Hire/Perm Job Category: Customer Service Job Number: 568283 Is job remote?: No Country: United States

Job Description

Product Support Representative

Must Haves:
  • 1+ years of customer service experience in a tech support role
  • Telephone support experience
  • MS Office

Nice to Have:
  • Associate’s degree
  • Medical device industry
  • Experience working with dental/medical practices
  • Salesforce
  • Any CRM experience 

Primary Responsibilities:
  • Provide first line for support for customers including dentists and dental assistants.
  • Diagnose issues reported by customers.
  • Follow up with customers to ensure problems are resolved to their satisfaction.
  • Coordinate with field support technicians as needed to resolve customer issues.
  • Document all interactions in the CRM system to ensure quality requirements are met and accurate records are maintained.
  • Escalate issues to management as required.
  • Install, configure, and run diagnostic software remotely to resolve problems.
  • Develop a strong working knowledge of all products and the methodology utilized to effect field installations and repairs.
  • Reinforce training to dental office staff on the set up and maintenance of product
  • Organize training for clients by coordinating customer and trainer schedules.
  • Follow up with internal stakeholders to ensure problems were resolved to customers’ satisfaction.
Key Skills:
  • Excellent telephone skills - Create a positive experience with customers at every interaction.
  • Customer Management – Work with customers patiently to identify and resolve complex issues.
  • Technical Aptitude – Demonstrated ability to learn new technologies quickly.
  • Documentation – Clearly document customer cases. Track cases to closure ensuring regulatory and billing data are documented.
  • Written Communication - Writes clearly and informatively.
  • Teamwork – Ability to work with team members to achieve a mission.
  • Dependability - Takes responsibility, keeps commitments, knows when to involve others.
  • Communication and follow up – Ability to work with team members and other Teams in the organization to accomplish common goals.
  • Associate’s degree in business or technology related field, or equivalent work experience is required.
  • Telephone support experience with 1-3 years’ experience in a technical support role.
  • Prior experience in a service environment (3-5 years) working with customers to resolve problems related to computer hardware/software/medical devices.
  • May require after-hours telephone support or on-call availability.
  • Background in computer software and/or hardware and troubleshooting is a major plus.
  • Window and MS Office Suite experience required. com experience is a plus.
  • Experience in Dental or Medical practices reliant on advanced technologies a plus.
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