Technical Support Representative
About The Position
When a provider encounters a technical issue with a SkinHealth Systems device, the Technical Support Representative is the first line of expert assistance standing between that problem and a disrupted treatment schedule. This role handles the full spectrum of technical support activity — from routine troubleshooting calls to complex escalations requiring rigorous diagnosis, RMA coordination, and cross-team collaboration. By resolving issues accurately and efficiently, maintaining precise documentation, and surfacing recurring trends to improve the product and support experience, the Technical Support Representative is a direct contributor to provider confidence in SkinHealth Systems' devices and service standards.
Requirements
- High school diploma or GED.
- 1+ Contact center or help desk experience in a technical support environment.
- Intermediate proficiency in Microsoft Excel and Smartsheet.
- Strong attention to detail with ability to maintain accurate documentation and logs across a high case volume.
- Excellent verbal and written communication skills with ability to explain technical issues clearly to non-technical customers.
- Ability to work both independently and collaboratively across support and operations teams.
- Excellent oral and written communication skills in English
Nice To Haves
- Bilingual in English and Spanish.
- Experience contributing to process improvement or operational efficiency projects.
Responsibilities
- Respond to and resolve multi-channel technical inquiries — including phone, email, and escalation queues — providing accurate diagnosis, troubleshooting guidance, and timely follow-through on all cases.
- Diagnose and validate device errors and technical issues, applying structured troubleshooting to determine root cause and identify the appropriate solution, including field service dispatch or RMA initiation when warranted.
- Manage the RMA lifecycle from authorization through receipt confirmation, coordinating with the Repair team to track onsite repairs and ensure no unnecessary delays in device return to service.
- Maintain meticulous records and technical support logs in accordance with established procedures, and conduct daily and weekly documentation audits to ensure accuracy.
- Gather and share trend data with cross-functional stakeholders — including manufacturing and education teams — to support continuous improvement in product quality and support effectiveness.
- Provide expedited support for prioritized or escalated cases, including complex complaints requiring in-depth troubleshooting and coordinated resolution across teams.
- Support training of internal associates and external market stakeholders as directed by the Manager, Technical Support.
- Perform other duties as assigned.
Benefits
- Base Pay: $23.00/hour
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
