Product Support Specialist

Job Summary

We are seeking a Technical Support Specialist I to provide frontline technical and customer support for a portfolio of medical diagnostic and point-of-care products. This role primarily supports healthcare professionals through phone-based interactions and requires strong troubleshooting abilities, technical aptitude, and excellent communication skills.

Key Responsibilities

• Provide technical support to internal and external customers regarding medical device products.
• Respond to customer inquiries through multiple communication channels, with approximately: 80% phone support 20% email support
• Troubleshoot and diagnose product issues by analyzing complaints and identifying root causes.
• Systematically evaluate and eliminate potential causes to determine appropriate solutions.
• Educate customers on product usage, functionality, software updates, and troubleshooting procedures.
• Document customer complaints and interactions in accordance with quality and regulatory requirements.
• Recognize, analyze, and communicate product trends and their potential impact on customers.
• Ensure compliance with Quality System requirements and FDA regulations.
• Collaborate effectively with cross-functional teams to resolve technical issues and improve customer experience.
• Maintain accurate records using various databases and computer systems.

Required Qualifications

• Bachelor's degree or equivalent experience in: Biology Nursing Medical Technology Clinical Sciences Engineering Related scientific or healthcare disciplines
• 3-5 years of relevant experience in technical support, customer support, healthcare, laboratory, or medical device environments.
• Experience working in an FDA-regulated environment.
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to quickly learn and interpret complex technical information.
• Excellent verbal and written communication skills.
• Ability to work independently and collaboratively within a team environment.
• Proficiency with databases, CRM systems, and other computer applications.

Preferred Qualifications

• Experience supporting medical devices, diagnostics, or point-of-care testing products.
• Clinical or Healthcare Experience Working With Nurses Laboratory Technicians Point-of-Care Coordinators Other Healthcare Providers
• Experience providing Tier I technical support.
• Knowledge of product software updates and device troubleshooting processes.
• Previous experience supporting bedside diagnostic or point-of-care products is highly desirable.