Digital Dosimetry Technical Support Specialist

Radiation Detection Company • Georgetown, TX

3d

About The Position

Radiation Detection Company (RDC) is seeking a Digital Dosimetry Technical Support Specialist to support customers using their NetDose digital dosimetry platform. This role involves helping customers navigate the system, troubleshoot devices and software, and ensure their accounts and services run smoothly. It combines customer service with hands-on technical support, and also includes sharing expertise with teammates, developing troubleshooting resources, and collaborating with internal teams to enhance the customer experience. RDC emphasizes a 'Serious Work, Fun Workplace' culture, rooted in trust, transparency, and teamwork.

Requirements

• A high school diploma or equivalent.
• At least two years of customer service or account management experience.
• At least one year of technical support experience.
• Experience using CRM systems (HubSpot experience preferred).
• Strong problem-solving skills and the ability to troubleshoot devices, gateways, and software.
• Clear written and verbal communication skills, including the ability to explain technical information to non-technical users.
• Attention to detail, accurate data entry, and the ability to manage competing priorities.
• A customer-first approach, dependable follow-through, and a willingness to collaborate across teams.

Nice To Haves

• An associate’s or bachelor’s degree in IT or a related field.
• A technical certification such as CompTIA A+, Network+, Security+, a Microsoft certification, Cisco CCNA, or ITIL Foundation.
• An equivalent combination of education, certifications, and hands-on experience—including two or more years in technical support or a help desk role—may substitute for a degree or certification.

Responsibilities

• Respond to customer calls and emails, answer service questions, and guide customers through account navigation and reporting tools while meeting service performance expectations.
• Troubleshoot NetDose devices, gateways, and the mobile app across various platforms.
• Escalate complex issues and follow through to ensure customer satisfaction.
• Set up new customer accounts, process account changes, and maintain accurate records in HubSpot and internal systems.
• Document new orders, returns, return merchandise authorization (RMA) requests, and service updates.
• Assist customers with billing inquiries and renewal processes, coordinating with Finance and Operations for accurate invoicing and uninterrupted service.
• Train and mentor teammates on device and gateway setup, troubleshooting techniques, and technical processes.
• Document recurring issues for Product and Engineering teams.
• Create and maintain knowledge base articles and troubleshooting guides.

What This Job Offers

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