Customer Technical Support Specialist
4 weeks ago
The Customer Technical Support Representative will be part of the Customer Solutions Team, supporting Sales Representatives, the Field Service team, and customers. This role involves resolving customer challenges with our products via in-bound and out-bound telephone and email requests while providing a high-quality experience.
Key Responsibilities:
Provide high-quality, exceptional service in a fast-paced environment.
Research and resolve issues with products to ensure customer satisfaction and retention.
Provide telephone technical support for internal and external customers.
Follow predetermined troubleshooting scripts to identify the issue and provide simple solutions.
Document and escalate unresolved issues appropriately to Tier-2.
Process orders and returns accurately.
Accurately enter data into ERP (D365) and CRM (Salesforce) systems.
Collaborate with other departments to process orders and solve technical problems.
Assist outside sales with customer inquiries, order tracking, and delivery follow-ups.
Maintain documentation and approvals for orders to ensure audit compliance.
Support Sales Representatives with special requests.
Perform administrative duties such as creating accounts, orders, and handling billing.
Requirements:
1-3 years in customer service, preferably supporting sales teams or in the medical device industry.
Experience with troubleshooting a device via the phone to customers.
Experience with SAP D365 or Salesforce is a plus.
Strong attention to detail.
Strong problem-solving abilities.
Ability to multitask in a fast-paced environment.
Excellent written and verbal communication skills.
Outstanding phone etiquette.
Quickly and easily builds rapport with colleagues and customers.
Positive and professional demeanor.
Reliably work 3 days a week from Montvale, NJ, starting at 6:30 AM.
Bilingual English/Spanish Preferred.
About PENTAX Medical:
PENTAX Medical is a leading medical device company that provides endoscopic imaging devices and solutions to the global medical community. We are committed to improving the standard of patient care and quality of healthcare delivery by providing the best products and services with a focus on QUALITY, CLINICALLY RELEVANT INNOVATION, and SIMPLICITY.
Equal Opportunity Employer:
PENTAX Medical is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity and promotes equal opportunities for all employees and applicants.
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