Technical Service Representative I (Remote)

Arthrex•Remote, OR

3d•$19 - $23•Remote

About The Position

Arthrex, Inc. is seeking a customer-focused, technically minded Technical Service Representative I to provide remote support in a fast-paced, highly regulated environment. The representative is the primary point of contact for technical support inquiries from customers and sales representatives, offering guidance on Synergy products and accessories, preventive maintenance, troubleshooting, and support throughout the Arthrex RMA process. The role requires strong product knowledge, attention to detail, and a quality-focused mindset, as well as the ability to work independently in a call center environment. The representative supports customers and sales agency representatives by resolving product and service issues, documenting and routing inquiries, coordinating RMAs, and working with internal teams to ensure timely resolution and follow-up. The current schedule is 11:00 a.m. to 8:00 p.m. EST. Schedules are based on business needs, and flexibility to accommodate schedule changes and overtime is required. As a remote position, it requires reliable high-speed internet and a dedicated workspace suitable for uninterrupted customer interactions and technical troubleshooting.

Requirements

High school diploma or equivalent.
Experience working directly with customers and sales representatives in a customer service capacity.
Experience using business applications such as databases, data-entry systems, or ERP systems.
Strong time-management and organizational skills.
Ability to manage multiple responsibilities.
Strong written, oral, and presentation communication skills.
Problem-solving and critical-thinking skills.
Ability to learn new skills and technologies to perform job duties.
Ability to accurately capture and document customer inputs.
Ability to research and triage customer needs and communicate across relevant teams.
Ability to think creatively and analytically.
Strong sense of ownership and responsibility.
Calm and patient demeanor when working under pressure.
Ability to comprehend and apply language skills required for the job, communicate ideas and issues verbally, and write and record information as required by procedures.
Must be authorized to work in the United States without current or future employer sponsorship.
For remote work, must have reliable high-speed internet and a dedicated workspace that supports uninterrupted customer interactions and technical troubleshooting.
Must be flexible to accommodate schedule changes and overtime as required.

Nice To Haves

Associate of Arts, Associate of Science, or higher degree in a technical field.
Experience in a regulated industry such as medical devices, pharmaceuticals, or defense.
Experience with Salesforce or other CRM/SMS systems, particularly in ticketing or customer service.
Ability to interface with personnel across multifunctional departments.
Ability to interface with internal team members and external customers as part of a solution-based service process.

Responsibilities

Maintain customer and Arthrex service records and keep administrative responsibilities current.
Route customer service requests to the appropriate Arthrex team and provide clean hand-offs.
Focus on customer needs and satisfaction while strengthening customer relationships and business partnerships.
Escalate at-risk customers promptly and work with internal partners and customers to define and implement corrective action plans.
Communicate clearly and effectively with coworkers and customers, verbally and in writing.
Maintain frequent communication with customers to ensure resolution, follow-up, and satisfaction.
Interface with distributors, sales representatives, medical professionals, and medical facility employees to resolve customer issues promptly.
Deliver phone support to Arthrex sales agency representatives and medical facility employees.
Intake and route product-related issues through the ticketing system.
Support the Technical Assistance Center team by providing accurate and timely RMAs.
Facilitate customer service functions such as account credits, product exchanges, upgrades, and replacements.
Collaborate with Quality, Logistics, Contracts, Customer Service, and other internal teams to resolve customer issues in a timely manner.

Benefits

Medical, dental, and vision insurance.
Company-provided life insurance.
Voluntary life insurance.
Flexible Spending Account (FSA).
Supplemental insurance plans, including accident, cancer, hospital, and critical illness plans.
Matching 401(k) retirement plan.
Annual bonus.
Wellness incentive program.
Gym reimbursement program.
Tuition reimbursement program.
Trip of a Lifetime.
Paid parental leave.
Paid time off.
Volunteer PTO.
Employee Assistance Provider (EAP).