Job Title: Senior Product Support Specialist

Location: Princeton, NJ, USA (100% Onsite)

Rate: $26.50 - $29.50/hr

Contract Duration: 1 Year

Contract Type: W-2 (Must be authorized to work in the U.S.; no sponsorships or subcontracting)

Job Description

We are seeking a dedicated Senior Product Support Specialist, for our client, to support our Point of Care products at the bedside of the patient. This role involves providing Tier I support—including software updates—to a diverse customer base of point-of-care coordinators, nurses, lab technicians, outpatients, and other healthcare providers. The ideal candidate will possess a science background, medical device experience, and strong troubleshooting skills, ensuring a seamless customer experience both on and offline.

Key Responsibilities

• Customer Support:
  • Provide direct technical support via phone (80%) and email (20%) to internal and external customers.
  • Address and resolve customer inquiries related to product functionality and software updates.
• Technical Troubleshooting:
  • Analyze product issues and implement effective troubleshooting techniques to resolve technical problems quickly.
  • Collaborate with cross-functional teams to escalate and resolve complex issues.
• Training & Communication:
  • Demonstrate professional and compassionate communication with customers, ensuring clear explanations and effective support.
  • Educate users on product features and troubleshoot common issues.
• Quality & Documentation:
  • Maintain accurate records of customer interactions, issues, and resolutions in compliance with Quality standards.
  • Contribute to continuous improvement by identifying trends in product issues and recommending corrective actions.

Qualifications

• Experience:
  • 1-2 years of experience in technical support or a similar role within an FDA regulated environment.
  • Experience with medical devices and clinical products is preferred.
• Education:
  • Bachelor's degree in a science-related field.
• Skills:
  • Strong troubleshooting and problem-solving skills.
  • Ability to assimilate complex technical information and make independent decisions in a fast-paced environment.
  • Excellent verbal and written communication skills with a professional demeanor.
  • Ability to work effectively both independently and as part of a team.
  • Proficiency in using support databases and various computer applications.
• Additional:
  • Must be able to provide a seamless and compassionate customer experience.
  • Demonstrated capability to work with diverse healthcare professionals and translate technical concepts into understandable terms.