Technical Customer Support Representative
Myomo - Burlington, MA
posted 1 day ago
About the position
The Technical Customer Support Representative will support internal and external stakeholders including sales and field personnel, clinicians, and the end user. The core function in this role is to provide customer support and troubleshooting, assisting with investigations as well as working to close out cases and RMAs. Our ideal candidate is highly personable; he/she is able to demonstrate a level of care toward our users, clinicians, and staff as well as a drive to help solve their problems and ease frustrations! The Technical Customer Support Representative may also assist with packaging, shipping, testing, and product servicing. Our ideal candidate is aware that we are held to FDA regulatory compliance standards, and works to support patient safety and satisfaction where possible through aligning with a systematic, quality-informed methodology.
Responsibilities
- Answer support calls and emails in a timely manner, scheduling and leading support and troubleshooting for Myomo's product lines.
- Configure, test/troubleshoot, and update laptops and MyoPro devices as needed.
- Update Google sheets, entering both case and RMA data in the product lifecycle management/QMS.
- Process and close Software-Games Tickets.
- Ensure FDA compliance.
- Receive, package, and ship RMA's, quoting and processing PO's for repairs when appropriate.
Requirements
- High school diploma or GED and 1+ years' of customer service/support.
- Strong written/verbal and interpersonal communication, as well as promptness in responding to customer queries. (We shoot for within 24 hours!)
- Capacity to be both well-organized yet adaptable; the ideal candidate will operate in a structured manner - yet be able to flex priorities if needed in a fast-paced, evolving environment.
- Ability to work effectively both in a cross-functional, collaborative setting, and independently.
- Strong attention to detail and ability to follow written instructions.
- Fundamental computer literacy, including MS Office / G Suite/ Slack, etc.
- Ability to lift 15 pounds.
Nice-to-haves
- Associate's degree in a relevant field of study.
- Database management and/or QMS system experience.
- Proficiency with MS Excel spreadsheets.
- Medical device industry background, or regulatory environment exposure.
- Prior experience supporting a hardware-software device. (Electromechanical an even bigger plus!)
- Product inspection and testing background.
- 3 years' experience in a related role.
