Technical Support Associate

TruMed Systems Incorporated

3d

About The Position

The primary purpose of this position is to facilitate customer understanding of equipment operation, basic troubleshooting and preventative maintenance. This person must be able to work independently and with limited supervision. They are also responsible for gathering information and feedback from end users regarding product performance and quality issues.

Requirements

• 1+ years of technical customer experience or similar problem-solving
• Identify common issues, run guided diagnostics, confirm symptoms vs root cause
• Proficient in documenting customer interactions using service tools (e.g., Salesforce).
• Strong problem-solving skills and the ability to follow troubleshooting instructions effectively.
• Strong verbal and written communication skills, with the ability to communicate technical information clearly.
• Ability to thrive in a fast-paced environment and manage time-sensitive tasks.
• High School Diploma or equivalent GED

Nice To Haves

• Previous experience with supporting medical equipment
• Previous experience communicating with medical professionals
• Experience in customer support or field service roles is preferred.
• Bonus points for the above experience

Responsibilities

• Customer Support: Provide Tier 1 technical support to customers using TruMed’s products, ensuring a professional and helpful experience.
• Responsive Communication: Handle inbound phone calls, emails, and other customer inquiries promptly, using active listening and empathy to build trust.
• Troubleshooting & Problem Resolution: Conduct initial troubleshooting, resolve issues within Tier 1 scope, and escalate complex issues to Tier 2 when necessary.
• Documentation & Reporting: Accurately document customer interactions and issue resolutions in TruMed’s service management system (e.g., Salesforce).
• Customer Education: Provide customers with basic training on using TruMed products and troubleshooting steps to improve their experience.
• Feedback & Collaboration: Collect customer feedback and share insights with the Tier 2 team to identify common issues and process improvements.
• Teamwork: Collaborate with Tier 2 technical support and colleagues to share knowledge and improve support efficiency.
• Adherence to Protocols: Follow company policies and support procedures to maintain high service standards.

Benefits

• Unlimited PTO
• Monthly phone stipend
• Advancement opportunities
• Benefits paid by company (80%)
• Free snacks and catered lunches
• Free paid parking
• Free gym access (newly renovated)

What This Job Offers

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