Technical Support Representative / Support Operations

Neximatic Inc is hiring a Technical Support Representative / Support Operations role in Waltham, MA to deliver hands-on customer support and assist with support operations.

Responsibilities

• Technical support via phone and email
• Inbound and outbound support for a high volume of customer calls and emails with knowledge and efficiency
• Root-cause troubleshooting for technical issues across Neximatic devices and systems, including:
  • device connectivity
  • configuration
  • data transmission
• Provide technically accurate answers about Neximatic devices and systems
• Respond quickly and professionally to inquiries about orders, status, complaints, returns, and warranties
• Maintain a friendly, professional customer experience that supports Neximatic’s service reputation
• Escalate appropriately when issues require more than first-line resolution
• Shipping and fulfillment: prepare orders for shipping and configure/pack ordered devices using internal tools and customer specifications
• Follow company communication guidelines and procedures with minimal supervision
• Support documentation and process work under the Support Manager’s direction, converting institutional knowledge into clear written processes
• Track and report core support metrics (examples provided: ticket volume, response time, resolution time) to identify trends and problem areas
• Help identify and support process improvement opportunities as changes are rolled out
• Maintain and update the team’s knowledge base / SOP library (e.g., Confluence or equivalent) as procedures evolve

Requirements

• High school diploma or equivalent (required)
• 3+ years of technical support experience
• Demonstrated experience with support operations, such as:
  • process documentation
  • KPI/metrics tracking and reporting
  • process/workflow improvement
• Strong communication skills with active listening and clear articulation
• Comfort with basic data/metrics tracking (e.g., spreadsheets, support-tool reporting) and interest in organization and process beyond ticket handling
• Ability to solve problems, alleviate conflicts, and escalate tactfully
• Ability to work independently and as part of a team
• Available and attentive, “at desk” full time during agreed hours; in-office/on-site as required
• Zendesk, Zoho Service, and/or Confluence experience is a plus
• Basic networking and serial communication knowledge is a plus
• Experience in a surgical environment is a plus
• Familiarity with medical devices such as vitals monitors is a plus

Core Priorities

1. Technical Support (primary responsibility)
2. Support Operations (secondary, assist Support Manager)

Expected Hours and Location

• Location: Waltham, MA
• Work type: Full-time, on-site (in person)
• Hours: 40.0 per week
• Work location: In person

Technologies

• Zendesk
• Zoho Service
• Confluence

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

What Success Looks Like in Year One

• Customer support quality and responsiveness remain strong and consistent with the rest of the team
• Fulfillment and shipping responsibilities are handled reliably as a normal, well-integrated part of the role
• The Support Manager receives dependable help on documentation, metrics, and process tasks that would otherwise be deprioritized
• Team processes are more consistently documented and easier for new hires to learn

Pay

• $23.00–$28.00 per hour

Application Questions

• On a scale of 1-10, how would you rate your overall technical skill? (1 meaning “what is a computer?”; 10 meaning “I make my own electronics”)
• Do you have any networking/WiFi knowledge or knowledge of serial communication?
• If any, what kind of experience do you have working in a healthcare environment?