Product Support Technician
Accentuate Staffing is assisting a growing medical device manufacturer who is hiring a Product Support Technician to join their team. This is a contract to hire position working 1st shift Monday-Friday.
Responsibilities:
- Respond to incoming calls and emails, delivering timely and courteous support or routing requests to the correct team member.
- Help diagnose basic hardware, software, and application concerns to support customer issue resolution.
- Coordinate scheduling efforts such as repair appointments, training sessions, and communication with Authorized Service Providers (ASPs).
- Maintain organized documentation for ASP partners, ensuring records are accurate, complete, and aligned with internal standards.
- Create, update, and manage customer quotes, pricing details, and related service paperwork.
- Manage customer cases within Salesforce, ensuring information is tracked and updated throughout the process.
- Use Microsoft Office tools (Excel, Word, Outlook, Teams, etc.) for routine communication, reporting, and documentation.
- Provide exceptional customer service with clear, professional communication.
- Work collaboratively with the Technical Support team to keep workflows moving efficiently and resolve customer needs promptly.
Requirements:
- Solid working knowledge of Microsoft Office Suite, including Excel, Word, Outlook, and Teams.
- Background in customer support, troubleshooting, or a technical service environment.
- Experience with Salesforce or similar CRM systems preferred.
- Strong verbal and written communication abilities.
- Ability to multitask, stay organized, and work well under pressure.
- Comfortable answering phone calls and assisting customers directly.
- Bilingual in English and Spanish is a plus, but not required.
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