Product Support Technician

4 weeks ago

Morrisville, United States Accentuate Staffing Full time

Accentuate Staffing is assisting a growing medical device manufacturer who is hiring a Product Support Technician to join their team. This is a contract to hire position working 1st shift Monday-Friday. Responsibilities: Respond to incoming calls and emails, delivering timely and courteous support or routing requests to the correct team member. Help diagnose basic hardware, software, and application concerns to support customer issue resolution. Coordinate scheduling efforts such as repair appointments, training sessions, and communication with Authorized Service Providers (ASPs). Maintain organized documentation for ASP partners, ensuring records are accurate, complete, and aligned with internal standards. Create, update, and manage customer quotes, pricing details, and related service paperwork. Manage customer cases within Salesforce, ensuring information is tracked and updated throughout the process. Use Microsoft Office tools (Excel, Word, Outlook, Teams, etc.) for routine communication, reporting, and documentation. Provide exceptional customer service with clear, professional communication. Work collaboratively with the Technical Support team to keep workflows moving efficiently and resolve customer needs promptly. Requirements: Solid working knowledge of Microsoft Office Suite, including Excel, Word, Outlook, and Teams. Background in customer support, troubleshooting, or a technical service environment. Experience with Salesforce or similar CRM systems preferred. Strong verbal and written communication abilities. Ability to multitask, stay organized, and work well under pressure. Comfortable answering phone calls and assisting customers directly. Bilingual in English and Spanish is a plus, but not required.

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