Sr. Technical Support Representative

Sr. Technical Support Representative
Remote
Full-Time
JPC - 20332

Solugenix is looking for a Sr. Technical Support Representative. This is a full-time opportunity.

We are looking for an enthusiastic, customer-minded person that is looking to grow with our Technical Support team. In this role, you will handle support and technical troubleshooting of medical equipment acting as the liaison between field personnel and our customers. You will be answering questions about any product-related issues and provide guidance to our customers.

Qualifications:

• 2-3 years of customer support providing excellent customer service or help desk support.
• 2-3 years in a call center environment.
• 1-2 years' experience in an office environment.
• 1-2 years of technical troubleshooting.
• Experience within a FDA regulated medical device company is a plus.
• Knowledge of Outlook, Excel, and Word.
• Ability to type 40 WPM, ten-key by touch preferred.
• Ability to solve problems quickly and pay close attention to detail.
• Ideal candidates can adapt easily to change, have the ability to think logically, be a problem solver, communicate effectively and professionally and follow process documentation closely.
• Must be able to document activities thoroughly per requirements.
• Must be great at multitasking and comfortable with technology.

Responsibilities:

• Ensures compliance guidelines are met when documenting all activities within the customer database.
• Extensive use of administrative software to schedule and coordinate.
• Complies with applicable laws, regulations, standards, policies, and procedures.
• Participates in an on-call rotation to provide technical assistance to customers, available to work on periodic holidays.
• Keep track of customer inquiries, complaints, and issues.
• Maintains quality service by establishing and enforcing organization standards.
• Interface with internal customers regarding general product issues and administrative support functions.
• Identify areas of concern and ability for development.

Pay Range for CA, CO, IL, NJ, NY, WA, and DC: $19/hour to $19/hour. Starting rate of pay offered may vary depending on factors including but not limited to, position offered, location, education, training, and/or experience.

Solugenix will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act and Ordinance. Applicants do not need to disclose their criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if we are concerned about conviction that is directly related to the job, applicants will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report.

About Solugenix
Solugenix is a leader in IT services, delivering cutting-edge technology solutions, exceptional talent, and managed services to global enterprises. With extensive expertise in highly regulated and complex industries, we are a trusted partner for integrating advanced technologies with streamlined processes. Our solutions drive growth, foster innovation, and ensure compliance-providing clients with reliability and a strong competitive edge.
Recognized as a 2024 Top Workplace, Solugenix is proud of its inclusive culture and unwavering commitment to excellence. Our recent expansion, with new offices in the Dominican Republic, Jakarta, and the Philippines, underscores our growing global presence and ability to offer world-class technology solutions. Partnering with Solugenix means more than just business-it means having a dedicated ally focused on your success in today's fast-evolving digital world.

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