Technical Support Associate

Salary :

$22 - 25 hourly

Company : Trumed Systemsorporated

Job Type : Full Time

San Diego, Ca

Number of Applicants

000+

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Job Description - Technical Support Associate

Company Overview:
TruMed Systems, Inc. is a leading provider of vaccine storage and handling solutions, serving clinics, health systems, and public healthcare facilities across the U.S. Our mission is to enhance healthcare outcomes by offering point-of-care inventory management systems that ensure product efficacy, patient safety, and operational efficiency. Our products, the AccuVax® Vaccine Management System and AccuShelf® Inventory Management System, work together to secure medication storage, automate inventory control, reduce medication errors, and optimize healthcare workflows.
Why TruMed:

Unlimited PTO
Monthly phone stipend
Advancement opportunities
Benefits paid by company (80%)
Free snacks and catered lunches
Free paid parking
Free gym access (newly renovated)

Position Overview:
The primary purpose of this position is to facilitate customer understanding of equipment operation, basic troubleshooting and preventative maintenance. This person must be able to work independently and with limited supervision. They are also responsible for gathering information and feedback from end users regarding product performance and quality issues.
Key Responsibilities:

Customer Support: Provide Tier 1 technical support to customers using TruMed’s products, ensuring a professional and helpful experience.
Responsive Communication: Handle inbound phone calls, emails, and other customer inquiries promptly, using active listening and empathy to build trust.
Troubleshooting & Problem Resolution: Conduct initial troubleshooting, resolve issues within Tier 1 scope, and escalate complex issues to Tier 2 when necessary.
Documentation & Reporting: Accurately document customer interactions and issue resolutions in TruMed’s service management system (e.g., Salesforce).
Customer Education: Provide customers with basic training on using TruMed products and troubleshooting steps to improve their experience.
Feedback & Collaboration: Collect customer feedback and share insights with the Tier 2 team to identify common issues and process improvements.
Teamwork: Collaborate with Tier 2 technical support and colleagues to share knowledge and improve support efficiency.
Adherence to Protocols: Follow company policies and support procedures to maintain high service standards.

Qualifications:

1+ years of technical customer experience or similar problem-solving
Identify common issues, run guided diagnostics, confirm symptoms vs root cause
Proficient in documenting customer interactions using service tools (e.g., Salesforce).
Strong problem-solving skills and the ability to follow troubleshooting instructions effectively.
Strong verbal and written communication skills, with the ability to communicate technical information clearly.
Ability to thrive in a fast-paced environment and manage time-sensitive tasks.

Nice to haves:

Previous experience with supporting medical equipment
Previous experience communicating with medical professionals
Experience in customer support or field service roles is preferred.

*Bonus points for the above experience*
Education:

High School Diploma or equivalent GED

Work Environment:

Sitting up to 6-8 hours a day
On phone most of the shift
In front of a PC most of the shift
Work requires willingness to work a flexible schedule
All employees are expected to adhere to the TruMed Systems, Inc, Employee Handbook all times. Specifically, all employees of TruMed Systems, Inc., regardless of role, are expected to:
- Treat others with dignity and respect at all times.
- Conduct themselves in an ethical manner at all times.
- Support the mission and values of the company.
- Comply with company’s expectations, policies, and procedures.

Original job Technical Support Associate posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.

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About the Company

Trumed Systemsorporated

TruMed provides automated vaccine storage & management systems that save time, improve handling, & reduce waste. Learn more about AccuVax & AccuShelf.

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Technical Support Associate

Job Description - Technical Support Associate

About the Company

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