Senior Product Support Specialist (Contract)

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.

Analyze product issues and implement effective troubleshooting techniques to resolve technical problems quickly.

Demonstrate professional and compassionate communication with customers, ensuring clear explanations and effective support.

Maintain accurate records of customer interactions, issues, and resolutions in compliance with Quality standards.

Qualifications

1-2 years of experience in technical support or a similar role within an FDA regulated environment.

Bachelor's degree in a science-related field.

Strong troubleshooting and problem-solving skills.

Must be able to provide a seamless and compassionate customer experience.