Technical Support Representative

Position: Technical Support RepresentativeDepartment: ServiceLocation: Irvine, CaliforniaCompany summary: InMode is a leading global provider of innovative medical technologies which develops, manufactures, and markets devices harnessing novel radiofrequency (RF) technology. The company strives to enable new emerging Aesthetic and surgical procedures and improve existing treatments. By leveraging its medically‐accepted, minimally‐invasive RF technology for simultaneous subdermal adipose remodelling and skin tightening, InMode offers a comprehensive portfolio of products for plastic surgery, gynecology, dermatology, otolaryngology, and ophthalmology.Position Summary: This full‐time Technical Support Representative will join the service team. Duties include but are not limited to talking with customers over the phone to determine their specific hardware technical problem, documenting of errors/problems through our ERP system (QAD) and other platforms (Salesforce), as well as providing occasional system maintenance support (will be trained).This role is mostly customer support/ customer service with some electromechanical technical work. Our Service team works on Radio Frequency & IPL/Laser platforms that we sell to private practice doctors. When customers need help with a technical issue, they call our Technical Support team for help. Support rep tries to troubleshoot the issues and works with the technicians if more technical expertise help is needed. It will be +/‐ 90% Phone support with +/‐ 10% hands on system services work. Duties and Responsibilities:Troubleshoot basic level equipment problems over the phone directly with our customersEscalate issues to Technical Support Representative II, if neededEffectively manage a large quantity of incoming callsReport errors and problems through our ERP system (QAD)Update and maintain our databases on a regular basis to ensure consistent and accuratedataHandle complaints, provide appropriate solutions and follow up to ensure resolutionwas metReading of schematics for troubleshooting purposesTesting and light repair of medical devices per needsBasic level understanding of InMode’s productsOther duties or projects as assignedQualifications:High School Diploma with some electronics courses or certificates0‐2 years’ experience of customer serviceBasic understanding of circuit analysis, and basic working knowledge of electrical equipment requiredComputer skills a must, with Microsoft Office (Word, Excel, Outlook)Must have excellent oral and written communication skillsMust possess great analytical and problem‐solving skillsExcellent organizational skills, attention to detail, and multi‐tasking capabilityStrong team player a mustOther Preferred Knowledge, Skills, and Abilities:Other Preferred Knowledge, Skills, and Abilities:Enterprise resource planning (ERP) experience is preferred, QADCustomer service experienceExcellent phone etiquetteMedical device experience is a plusLaser experience is a plus