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Aesthesis Medical Device Technical Support
3 weeks ago
We are the developers of the world’s most cutting-edge med-aesthetic technologies and treatments, offering top-of-the-line med-aesthetic solutions. SharpLight’s innovative product line of non-invasive, laser and light-based treatment systems are effective, efficient and safe and our customer service aims to impress, as we provide ongoing technical, clinical and marketing support. Through innovative technology development and business support, SharpLight’s mission is to get results - and we are looking for a superstar to help us maintain our solid international presence and take us to even greater heights
The Exciting Position:
This is a wonderful opportunity to work in a fast-growing company with a dynamic and exciting team SharpLight offers a competitive salary and benefits package.
Why Should You Join SharpLight?
Our culture is simple: we are a young, lean and vibrant company. We are an intelligent, fun, hard-working group of people who love to wear multiple hats in an exciting work environment. We want everyone’s input - and we appreciate and encourage your ideas, skills and daily. We believe that every SharpLight family member delivers to its bottom line and we work hard to make it known day in and day out.
Tasks and Responsibilities:
- Responsible for the successful coordination of communications between clients, technical, clinical and marketing departments
- Troubleshoot all client issues as they arise and escalate to the technical director as necessary
- Provide superior client support at all times, including answering routine questions or complaints in a courteous manner
- Offer client support whether that is by arranging training for existing or new clients or setting them up with a technician within their area to deal with technical complaints
- Search, and coordinate with the technical department, the hire of new technicians in remote areas to assist in set-ups/service calls
- Establish relationships and work in partnership with suppliers and vendors
- Offer customers new devices and equipment (some sales required)
- Participation in agency brainstorm sessions as well as coming up with an innovative platform to contribute to the growth of the customer service department - in coordination with technical, clinical and marketing departments (including, but not limited to: surveys, automated responses, live chat option, newsletters, devising a budget for scheduled maintenance/initiating hire of p/t tech, etc)
- Demonstrating strong communication and time management skills in prioritizing demanding workload
- Inventory tracking, ongoing maintenance and logistics
- Review and continuously improve customer service procedures
- Learn and utilize specific software tools and problem solving strategies to solve for customer issues and continuously improve our processes
- **Technical Skills - following quality control procedures and technical/clinical troubleshooting
- Performing other miscellaneous office tasks as assigned
- Provide accurate and up-to-date information about products and services to customers.
- Troubleshoot technical issues and work toward timely, effective resolutions.
- Identify and escalate complex or unresolved issues to the appropriate internal departments.
- Log all customer interactions and maintain detailed, accurate records in CRM and ERP systems.
- Conduct follow-ups to ensure customer issues are fully resolved and satisfaction is achieved.
- Share customer feedback with the Customer Service Manager to support ongoing product and service improvement.
- Stay current on product updates, service offerings, and pricing changes.
- Proactively introduce new products and services to customers where appropriate.
- Upselling warranty extension options to customers with expired warranties who are requesting service, ensuring they are informed of available coverage and benefits.
- Prepare and send accurate quotes for products, services, or repairs based on customer needs and requests.
- Process customer payments for orders, services, warranties, and repairs, ensuring all transactions are accurately recorded following company guidelines and procedures.
- Coordinate communication between customers and internal teams, including technical, clinical, and marketing departments.
- Participate in the rotation for handling the after-hours customer support line, including weekends and holidays, as scheduled.
The Superstar:
We are looking for an individual who is strategic, proactive, energetic and has relevant experience in a previous role as a Customer Service Specialist/Technical Support. The superstar we want as part of our SharpLight family is professional, engaging, friendly and detail oriented and will possess skills as below:
1. Technical Skills
2. Adaptability
3. Troubleshooting
4. Multitasking
5. Caring for developing partnerships
Required Education, Languages & Skills:
- BA or college degree
- EXCEPTIONAL communication skills in English (Oral and Written)
- Microsoft Office Su
