Call Center Tech Support

Technical Support Representative

We are seeking a dedicated Technical Support Representative to manage call intake within our customer feedback and Returned Material Authorization (RMA) processes. This role involves detailed documentation of customer interactions, troubleshooting requests, and coordinating repair or replacement solutions. The ideal candidate will handle follow-ups on repair and replacement orders, confirm repair fees, and oversee logistics activities. You will support both internal teams and external customers, including biomedical and hospital personnel, ensuring a seamless support experience.

Key Responsibilities:

Promptly and accurately document all customer complaints, service requests, and feedback in accordance with quality standards.

Enter and update all customer feedback, requests, and related data in reporting systems such as Salesforce.com.

Generate and issue RMAs to customers, creating replacement product orders within the ERP system.

Follow up on repair or replacement orders, ensuring timely processing and tracking shipments.

Coordinate with logistics to facilitate the movement of reported materials.

Perform additional duties as required to support the customer support team and organizational goals.

Qualifications & Experience:

Minimum Qualifications:

At least 1 year of experience in a call center or customer support role.

Self-motivated, proactive, and capable of working independently with minimal supervision.

Proficient in using a PC and familiar with MS Office applications.

Excellent communication skills in reading, writing, and speaking English.

Preferred Qualifications:

Experience with Customer Relationship Management (CRM) software such as Salesforce.com.

Familiarity with ERP and order management systems.

Technical background or experience working with biomedical or hospital systems is a plus.

A relevant administrative degree or technical experience is preferred.