Provide remote phone and technical support to Vision RT customers as the first point of contact
Take ownership of customer technical issues from intake through resolution within agreed service levels
Manage AWS call center duties, including call flow, prioritization, and professional customer communication
Provide remote technical support and escalation assistance to Field Service Engineers and clinical teams
Troubleshoot software, hardware, and system issues using approved remote support tools
Escalate unresolved or complex issues to appropriate internal teams (e.g., senior TSEs and supervisor)
Coordinate parts requests and liaise with regional service teams to facilitate onsite interventions when required
Manage service tickets in the CRM/ticketing system, ensuring accurate documentation and timely closure
Perform licensing activities for software modules and support remote work orders as needed
Ensure timely and proactive communication with customers and internal stakeholders throughout the service lifecycle
Support remote resolution of complaints, NCPs, and CAPAs in accordance with quality requirements
Adhere to Vision RT’s Quality Management System, ensuring service activities meet documentation and compliance standards
Participate in required office, onsite, and product training to maintain and develop technical competency

Requirements

Previous experience in a technical support, helpdesk, or service desk role
Exposure to medical devices, healthcare IT, or regulated environments
Basic understanding of networking concepts (IP addressing, firewalls, VPNs, remote connectivity)
Experience supporting Windows based systems and software applications
Familiarity with remote support tools and secure remote access platforms
Experience working with Field Service Engineers or distributed service teams
Prior use of AWS call center tools, CRM systems, or service ticketing platforms
Understanding of software licensing and configuration management
Exposure to quality systems, complaint handling, or regulated documentation processes
Ability to work across time zones or rotating support schedules, if required
Demonstrated interest in technical growth and progression within a support or service organization

Benefits

Competitive salary
Opportunities for professional development

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical supporttroubleshootingnetworking conceptsWindows systemssoftware licensingconfiguration managementremote support toolscall center managementservice ticketingquality management

Soft Skills

customer communicationproblem-solvingownershipcoordinationtimely communicationinterpersonal skillsadaptabilityteam collaborationattention to detailtechnical growth