Technical Support Representative

Company Overview: OCULUS is a family-owned medical device company founded and headquartered in Germany over 125 years ago. Since then, the company has expanded globally and was established in the USA more than 20 years ago. OCULUS develops first-class instruments for eye diagnostics (ophthalmic medical equipment) for optometrists and ophthalmologists. Our team of professionals takes pride in providing high quality products, comprehensive product education, and exceptional customer service to doctors and their staff. Join us to contribute to an evolving health-care organization dedicated to enabling eye care practitioners to preserve vision. Website: https://www.oculus.de/us/ Benefits: Company covers 100% healthcare insurance premiums for employees and dependents, paid time off starts at 3 weeks annually, nine paid holidays, life insurance, short-term and long-term disability insurance, and a retirement plan with a very generous company contribution, and more. NOTE: All applicants must submit both an application and complete an online assessment to be considered. Application Process: Complete the online application Complete the assessment: Please take your time, focus, and be as honest with yourself as possible when responding. Copy and paste the URL below into a web browser of a PC or laptop to begin the assessment: https://www.ondemandassessment.com/link/index/JB-EUPTTARRZ?u=1156200 Job Overview: Our Technical Support Representatives support customers who own OCULUS devices that are connected to software and networked. This includes speaking with customers on the phone to provide technical and network problem resolution by asking questions to diagnosis the issue while guiding them through step-by-step solutions. Solutions may include uninstalling/reinstalling basic software applications, verifying proper hardware and software set up, or power cycling equipment. This position is also cross trained to perform first level inspections and minor repairs on devices. Essential Responsibilities: Provide technical support to customers via phone, email, or remote connection, addressing inquiries and troubleshooting issues related to our products or services. Identify and escalate complex technical issues to appropriate teams or senior technical support staff for resolution. Guide customers through step-by-step solutions to resolve technical problems effectively and ensure customer satisfaction. Collaborate with cross-functional teams, including Clinical Application, to resolve escalated issues and improve product functionality. Document customer interactions, technical issues, and resolutions accurately and comprehensively in ERP. Maintain a high level of professionalism and empathy when interacting with customers, ensuring a positive customer experience. Stay up to date with product updates, technical knowledge, and industry trends to provide accurate and timely support to customers. Contribute to developing knowledge base articles, FAQs, and troubleshooting guides to assist customers in self-service resolution. Assist with minor equipment repairs and shipping/receiving. Other duties as assigned. Qualifications Associate degree in Computer Science, Information Technology, or related field, or equivalent experience. Relevant certifications (e.g., CompTIA, A+, Network+) are a plus. 1+ years’ experience in a technical support role, preferably in a software or technology company. Strong technical aptitude and troubleshooting skills with the ability to quickly learn and understand new products and technologies. Excellent communication skills, both verbal and written, with the ability to convey technical information to non-technical users effectively. Customer-focused mindset with a passion for providing exceptional service and support. Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities effectively. Familiarity with remote desktop applications and support tools for troubleshooting. Basic mechanical knowledge and soldering experience or ability to learn. Schedule: Monday – Friday: 6:00 am– 2:30 pm Location: Arlington, WA Physical demands and work environment: Ability to work in both an office and warehouse type environment and perform activities standing or sitting over a length of time, taking equipment apart, lifting and moving objects up to 50 lbs. and operating repair tools that require good vision and a steady hand (i.e. soldering device, etc.). Ability to travel to tradeshows or other events 2-4 weeks per year. OCULUS provides a smoke and vape-free environment on company premises for its employees, customers, and visitors. Scope and changes: The job description is not intended to cover every single requirement of the job and that the company reserves the right to change job duties at any time.