Technical Customer Support Representative

Description

In order to make an application, simply read through the following job description and make sure to attach relevant documents.

The Technical Customer Support Representative will support internal and external stakeholders including sales and field personnel, clinicians, and the end user.

The core function in this role is to provide customer support and troubleshooting, assisting with investigations as well as working to close out cases and RMA's.

Our ideal candidate is highly personable; he / she is able to demonstrate a level of care toward our users, clinicians, and staff as well as a drive to help solve their problems and ease frustrations!

The Technical Customer Support Representative may also assist with packaging, shipping, testing, and product servicing. Our ideal candidate is aware that we are held to FDA regulatory compliance standards, and works to support patient safety and satisfaction where possible through aligning with a systematic, quality-informed methodology.

Responsibilities

• Answer support calls and emails in a timely manner, scheduling and leading support and troubleshooting for Myomo's product lines.
• Configure, test / troubleshoot, and update laptops and MyoPro devices as needed.
• Update Google sheets, entering both case and RMA data in the product lifecycle management / QMS.
• Process and close Software-Games Tickets.
• Ensure FDA compliance.
• Receive, package, and ship RMA’s, quoting and processing PO's for repairs when appropriate.

Requirements

• High school diploma or GED and 1+ years’ of customer service / support.
• Strong written / verbal and interpersonal communication, as well as promptness in responding to customer queries. (We shoot for within 24 hours!)
• Capacity to be both well-organized yet adaptable; the ideal candidate will operate in a structured manner - yet be able to flex priorities if needed in a fast-paced, evolving environment.
• Ability to work effectively both in a cross-functional, collaborative setting, and independently.
• Strong attention to detail and ability to follow written instructions.
• Fundamental computer literacy, including MS Office / G Suite / Slack, etc.
• Ability to lift 15 pounds.

Preferred :

• Associate's degree in a relevant field of study.
• Database management and / or QMS system experience.
• Proficiency with MS Excel spreadsheets.
• Medical device industry background, or regulatory environment exposure.
• Prior experience supporting a hardware-software device. (Electromechanical an even bigger plus!
• Product inspection and testing background.
• 3 years’ experience in a related role.

About Myomo, Inc Myomo, Inc. is a medical myoelectric company that offers expanded mobility for those suffering from neurological disorders and upper-limb paralysis.

Myomo develops and markets the MyoPro product line of lightweight, non-invasive, powered arm braces (orthoses) to restore function in the paralyzed or weakened arms and hands of individuals that have suffered a stroke, spinal cord or nerve injury such as brachial plexus injury, or other neuro-muscular disability such as amyotrophic lateral sclerosis (ALS) or multiple sclerosis (MS).

It is the only device that, sensing a patient’s own neurological signals through non-invasive sensors on the arm, can restore their ability to use their arms and hands so that they can return to work, live independently and reduce their cost of care.

At Myomo, we are driven by a mission to enable independence and confidence for stroke survivors as well as those living with ALS, MS, and other neurological disorders.

Our teams continue to break through barriers, defining the limits of what is possible in both medical device robotics and our global system of care.

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