General Purpose:  

This position will be answering incoming customer calls and conduct troubleshooting techniques to help resolve problems with the TearLab product. The Technical Support Representative will also be working with Manufacturing Repair to familiarize oneself with the Tearlab and conduct minor repairs.

Major Duties and Responsibilities:

·         Identifying hardware and software solutions.

·         Troubleshooting technical issues.

·         Diagnosing and repairing faults.

·         Installing and configuring hardware.

·         Speaking to customers to quickly get to the root of their problem.

·         Providing timely and accurate customer feedback.

·         Talking customers through a series of actions to resolve a problem.

·         Following up with clients to ensure the problem is resolved.

·         Replacing or repairing the necessary parts.

·         Providing support in the form of procedural documentation.

·         Managing multiple cases at one time.

·         Supporting Manufacturing with troubleshooting systems.

·         Working with commercial team ensuring harmonized communication.

 

Knowledge, Skills and Abilities

•         Proficiency in Windows/Microsoft Office.

•         Attention to detail and good problem-solving skills.

•         Excellent interpersonal skills.

•         Good written and verbal communication.

Equipment used:

•         TearLab, but not required.

Education/Experience and/or Training: 

•         Bachelor’s Degree or equivalent experience

•         Prior experience in tech support, desktop support, or a similar role.