SW Technical Support Representative

Associate's Degree or Bachelor's Degree 2+ years of experience in technical support or a related field Exceptional written and verbal communications skills Strong understanding of operating systems (Windows, macOS, Linux) Understanding of common software applications Ability to quickly learn new systems, processes, and procedures Ability to grasp technical concepts Passion for learning and demonstrable intellectual curiosity Ability to manage competing demands and multiple priorities Adaptable and flexible Strong Communication & Interpersonal Skills Leadership & Initiative Collaboration & Teamwork Analytical & Problem-Solving Proficiency Integrity & Enthusiastic Attitude Professional Demeanor Experience working with Medical Devices or Medical Software is a plus Proficient in medical and/or dental terminologies is a plus General technical knowledge and proficiency is a plus

Provide technical and problem resolution to end-users Perform question diagnosis and guide users through solutions Collaborate with peers, leads, engineers, and vendors to resolve customer issues Follow up with customers in a timely manner Document problems, diagnostics, interactions, and solutions in HubSpot CRM Respond to telephone calls, chats, tickets, and email requests for technical support Follow Standard Operating Processes and Procedures and Knowledge Base Articles Take ownership of issues and show professionalism Provide extraordinary customer service Demonstrate expert knowledge through training sessions and content creation Maintain and support Knowledge Bases