Talent.com
Senior Product Support Specialist (Contract)
Senior Product Support Specialist (Contract)Blue Star Partners, LLC • Princeton, NJ, United States
Senior Product Support Specialist (Contract)

Senior Product Support Specialist (Contract)

Blue Star Partners, LLC • Princeton, NJ, United States
1 day ago
Job type
  • Full-time
Job description

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.
    • Create a job alert for this search

    Product Support Specialist • Princeton, NJ, United States