Field Service Support Representative (Hybrid)

Schedule

• Monday to Friday 10:30am - 7pm EST shift
• Overtime based on business needs
• This is a hybrid role requiring two days per week in the office.

What You will do

• Provide phone-based technical support to Sales, Field Service, and healthcare professionals, responding promptly, accurately, and professionally.
• Build strong relationships with internal and external customers to deliver an exceptional customer experience.
• Manage and document customer inquiries, complaints, transactions, and resolutions accurately and thoroughly.
• Process requests in accordance with established procedures, standard operating practices, and quality requirements.
• Partner with Accounts Receivable to address invoice disputes, discrepancies, and product-related charges.
• Maintain accurate inventory records within the ERP system through proper billing and replenishment processes.
• Prepare reports by collecting and analyzing customer information, while identifying opportunities to improve service levels and internal processes.
• Support quality initiatives, participate in Tier meetings as needed, and provide additional coverage outside standard hours based on business needs.

What you need

Required Qualifications:

• High School Diploma or equivalent.
• 2+ years experience in customer service environment or equivalent.
• Basic computer skills.

Preferred Qualifications:

• Demonstrated leadership with the ability to delegate tasks, coordinate across departments, and guide peers effectively.
• Strong analytical, problem-solving, and independent decision-making skills with a high level of execution and service orientation.
• Exceptional organization, attention to detail, and multitasking ability, including effective prioritization and follow-through.