SW Technical Support Representative

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Requirements:

• Associates Degree (2-year colleges) or Bachelor's degree (4-year universities) required.
• Exceptional written and verbal communication skills.
• Ability to quickly learn systems, processes, and technical concepts.
• Demonstrated intellectual curiosity and passion for learning.
• Strong time management skills and adaptability to manage competing demands.
• Proficient communication and interpersonal skills.
• Experience with Medical Devices or Medical Software is a plus.
• General technical knowledge and proficiency is a plus.

Responsibilities:

• Collaborate with peers, team leads, engineers, and third-party vendors to resolve customer issues, maintaining complete ownership of issues from beginning to resolution.
• Follow up with customers within a timely manner to ensure accurate resolution for their technical issues.
• Document problems, diagnostics, interactions, next steps, and solutions implementation in HubSpot CRM tool.
• Expertly respond to telephone calls, chats, tickets, and email requests for technical support.
• Consistently follow Standard Operating Processes and Procedures, and Knowledge Base Articles to effectively identify, resolve, and escalate issues.
• Take ownership of issues and show professionalism and control, providing an extraordinary customer service experience.
• Demonstrate expert knowledge through application and platform training sessions over webinars, in-person events, and content creation.