Operations Administrator - Technical Customer Support

Job Description Engineering better vision is our passion.At WAVE Contact Lens System , we're redefining what's possible in eye care. Our advanced software empowers eye care professionals to design custom contact lenses that improve outcomes for patients with even the most complex vision needs. We combine innovation, precision, and collaboration to deliver exceptional results—and we're growing.We're looking for a Technical Operations Administrator who thrives at the intersection of customer support, technology, and healthcare innovation.Why WAVE?Be part of a mission-driven company improving lives through better visionWork with innovative technology in a specialized healthcare spaceJoin a collaborative, supportive team cultureOpportunities for learning, growth, and professional developmentExcellent Benefits & Perks!Schedule : 6:00am - 2:30pmLocation : Arlington, WA (On Site)What You'll DoIn this dynamic role, you'll serve as a key connection between eye care professionals and our manufacturing labs—ensuring seamless support and exceptional customer experiences.Customer & Technical SupportDeliver responsive support via phone, email, chat, and remote sessionsTroubleshoot software, network, and system issues step-by-stepAssist customers with installations, updates, and system setupProvide guidance on product functionality and complex technical inquiriesOperations & Order ManagementSupport the contact lens ordering process, including reorders and returnsMonitor orders, resolve holds, and coordinate with manufacturing labsCommunicate updates, changes, or delays with internal teams and partnersMaintain accurate records of customer interactions and ordersCollaboration & Continuous ImprovementPartner with R&D and cross-functional teams to resolve technical challengesCapture customer feedback and contribute to ongoing product improvementsManage leads and customer data within the CRM systemSupport onboarding and account setup for new customersStay current on industry trends, products, and technologiesWhat You Bring2–3+ years of experience in technical support, operations, or a similar roleStrong technical aptitude (software, networking, troubleshooting)Familiarity with Office 365 (Excel, Word, Outlook, PowerPoint)Experience with CRM/ERP systems and data managementExcellent communication skills and a customer-first mindsetStrong organizational and problem-solving abilitiesAbility to multitask in a fast-paced environmentA self-starter attitude with a passion for learning and teamworkBenefits & PerksWe believe in taking care of our team so you can do your best work:100% employer-paid medical insurance for employeesMedical, dental, and vision coverage for employees and dependentsThree weeks of paid time off starting your first yearadditional paid time off for your birthdayNine paid holidaysLife insuranceShort-term and long-term disability coverage401(k) retirement plan with company matchCostco MembershipEmployee Discounts through LifeMartWork EnvironmentPrimarily desk-based role with extended computer useCollaborative office setting in Arlington, WASmoke- and vape-free workplace