Customer Support Specialist
$65,000–$70,000 year
HybridWaltham, Massachusetts, United States
Job Summary
Communicate with end users, Field Service Specialists, and Sales representatives to troubleshoot technical problems and answer questions regarding Nova StatStrip and StatSensor products. Resolve or escalate incoming customer-reported issues involving NovaNet and document all interactions, troubleshooting steps, and solutions in the Pivotal database. Generate Return Material Authorizations for damaged products and assist in training new Customer Support Specialists. Collaborate with Technical Support, Manufacturing, and Clinical Applications teams to resolve complex concerns and maintain accurate support records. This role supports Nova Biomedical's global mission in biopharmaceutical and clinical markets, offering a hybrid schedule with on-site days in Waltham, MA.
Required Qualifications
- High School Diploma or equivalent
- 1 to 3+ years of customer support experience
- Experience in a point-of-care, clinical laboratory, biotechnology, or research laboratory setting
- 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
- Capacity to lift and carry up to 25-50 pounds as required
- Ability to communicate effectively via phone, video, and written communication
- Ability to move about the office to access meetings or resources
Desired Qualifications
- Strong emphasis in laboratory sciences, chemistry, or biology
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