Technical Support Representative

The Technical Support Representative role at INTEGRA Biosciences Corp connects customers with the service organization by managing inquiries, troubleshooting needs, and coordinating service activities. This onsite position in Hudson, NH supports a customer-focused workflow that includes documentation, logistics, and follow-up.

Role Overview

As a technical support point of contact, you will address customer questions through phone, email, and chat. You will troubleshoot product and service-related issues, guide customers toward resolutions, and coordinate repairs, calibrations, and returns. Your work also includes maintaining accurate records in Salesforce CRM and supporting service-related logistics such as loaner equipment.

Responsibilities

• Act as the first point of contact for customer inquiries via phone, email, and chat.
• Troubleshoot product and service-related issues and guide customers to effective solutions.
• Coordinate repairs, calibrations, and product returns.
• Create service quotes and provide return authorization information.
• Document customer interactions and service activities in Salesforce CRM.
• Process purchase orders, invoices, and service documentation.
• Manage loaner equipment logistics, including inventory tracking and customer follow-up.
• Partner with technical specialists and internal teams to support a high-quality customer experience.
• Support continuous improvement by identifying trends and documenting product feedback.

Requirements

• 1+ year of experience in customer service, technical support, service or logistics coordination, or administrative support.
• Strong communication and relationship-building skills.
• Excellent organizational skills with attention to detail.
• Ability to manage multiple priorities and solve problems independently.
• Experience with Microsoft Office, with a strong focus on Excel and Word; Salesforce experience is a plus.
• Interest in learning technical products and building troubleshooting skills.

Technologies

• Microsoft Office
• Excel
• Word
• Salesforce CRM

Benefits

• Work for a global leader in life science technology.
• Join a collaborative and supportive team.
• Gain experience with innovative laboratory products and customer solutions.
• Opportunities for professional growth and development.
• Make a direct impact on customer success and satisfaction.