Customer Support Specialist

Nova Biomedical Corporation • Waltham, MA

3d • Hybrid

About The Position

Nova Biomedical is seeking a Customer Support Specialist to join the Technical Support team in Waltham, MA. This role communicates primarily by telephone with end users of Nova StatStrip and StatSensor products to troubleshoot technical problems and answer questions related to the operation and maintenance of their analyzers. The Customer Support Specialist will also resolve or escalate incoming customer-reported issues involving NovaNet and document all customer interactions and resolutions in the appropriate system.

Requirements

• High School Diploma or equivalent required, preferably with a strong emphasis in laboratory sciences, chemistry, or biology.
• 1 to 3+ years of customer support experience preferred.
• Experience in a point-of-care, clinical laboratory, biotechnology, or research laboratory setting is a plus.
• Strong understanding of Nova Biomedical products and core technologies, including hardware and software, or the ability to develop this knowledge through training.
• Strong computer skills and the ability to learn customer support databases and related systems.
• Effective verbal and written communication skills.
• Strong analytical and problem-solving skills.
• Ability to troubleshoot technical issues and clearly explain solutions to customers by telephone.
• Ability to accurately document customer interactions, troubleshooting activities, and resolutions.
• Ability to collaborate effectively with Technical Support, Manufacturing, Clinical Applications, Sales, and Service teams.
• Strong customer-service orientation with the ability to manage multiple incoming issues and determine when escalation is appropriate

Nice To Haves

• Experience in a point-of-care, clinical laboratory, biotechnology, or research laboratory setting is a plus.

Responsibilities

• Communicate with end users, Field Service Specialists, Clinical Applications, and Field Sales representatives to troubleshoot technical problems and answer questions related to StatStrip and StatSensor products.
• Provide customer support for NovaNet and escalate issues to POC Installation and Support Specialists when necessary.
• Document the details of each customer call, including the troubleshooting steps taken, solutions provided, and answers given, in the Pivotal database.
• Generate Return Material Authorizations to replace damaged or defective products and consumables.
• Assist with the training and development of new Customer Support Specialists.
• Participate in special projects for customers or the Technical Support department as needed.
• Collaborate with departments throughout Nova Biomedical, including Technical Support, Manufacturing, Clinical Applications, Sales, and Service, to resolve customer concerns.
• Communicate customer issues clearly and escalate unresolved or complex technical concerns to the appropriate team.
• Maintain accurate and complete customer support records in accordance with established procedures.
• Provide professional, responsive, and customer-focused support during all interactions.

Benefits

• Flexible Medical, Dental, & Vision Coverage
• Competitive 401k company match
• Bonus Program
• Generous PTO and paid holidays
• Generous Tuition reimbursement
• Hybrid and flexible work arrangements
• Professional development, engagement and events
• Company marketplace for lunch and snacks in our Norwood, MA, Billerica, MA and Westbrook, ME offices
• Company subsidized cafeteria in our Waltham, MA office

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED