Technical Support Specialist

Would you like to take part in transforming healthcare? Qbtech is the global market leader in professional ADHD tests, providing tests that are both CE marked and FDA cleared for use as an aid in the assessment and treatment evaluation of ADHD for people age 6-60. Our vision is to transform healthcare by providing a complete system of leading objective tests, products and services that empowers clinical and financial decision-makers to improve outcomes and support patients to better understand their symptoms and treatment.
Qbtech is present in 14 countries with offices in Stockholm, London and Houston. Over the next years, Qbtech will make significant investments into new products, technologies and people to further strengthen their services and product offerings with the aim of building an ecosystem with solutions for providers, clinicians and patients.
About the role
The primary responsibility of a Technical Support Specialist is to handle customer feedback, inquiries and complaints related to Qbtech's products and to manage the medical device production (system preparation, shipping and logistics). Technical customer support often means real time communication via phone and email. System preparation includes quality checks of software & equipment by following well established processes to ensure compliance with ISO 13485 quality management standards

Essential Duties And Responsibilities
Customer Technical Support

• Minimize turnaround time for customer inquiries and complaints by responding to customer tickets as they arrive via email and phone
• Support and troubleshooting of questions from customers
• Timely shipping of systems/equipment
• Timely responses to customer requests
• Support of systems inventory and purchasing
• Independent decision making for resolutions to customer inquiries and complaints

ISO International Standard for Quality Management System (QMS) Compliance in the Medical Device Industry

• Support regulatory compliance efforts by maintaining up-to-date documentation and providing evidence of adherence to the quality processes
• Performing quality testing on systems and equipment
• Collaborate with cross-functional teams to implement and improve QMS processes related to Production and Technical Support
• Assist in preparing for internal and external audits pertaining to ISO 13485

Who are you?

• Fluent English written and verbal communication skills
• Fluent local language (if different than English) written and verbal communication skills
• First and second line technical/customer support experience
• Strong organization, communication, and documentation abilities

We Are Looking For Someone Who Has

• 2 years Skills experience in technical customer support
• 2 years Ticket management experience
• 2 years customer service (business – business)
• Software development experience is a plus

Work Environment

• 8:00 AM - 5:00 PM
• In-Office workdays: Monday, Wednesday and Thursday
• Flex workdays: Tuesday and Friday
• 8 Greenway Plaza Houston, TX 77046

Benefits
Qbtech offers a comprehensive benefits suite, including 100% employer-paid medical, dental and vision insurance for employee-level coverage, and an IRA with a 3% matching contribution.

What can Qbtech offer you?
At Qbtech you will have the opportunity to work with something meaningful that helps people understand ADHD while transforming healthcare. You will work in an international environment together with some of the leading experts in the world. You will lead the development of best in class as well as first in class products and services – globally. There are plenty of opportunities to learn and grow and to expand into other technologies within the company. Qbtech also offers education and certifications in fields that are relevant to the technology used within the company.