Customer Support & Technical Operations

CUSTOMER SUPPORT & TECHNICAL OPERATIONS

Company Overview
Our Mission is to empower clinics and professionals with the tools, knowledge, and innovation to transform skin health, instill lasting confidence, and build a connected, results-driven community.

Job Summary
We are seeking a tech-savvy Customer Support & Technical Operations Specialist who thrives on helping people and solving problems. This role combines customer support, technical troubleshooting, and office technology management to ensure our customers and team members receive exceptional service and reliable technical support.

The ideal candidate has a naturally positive, upbeat personality, strong communication skills, and the ability to stay calm and solutions-focused when resolving issues. You should enjoy working with technology, learning new systems quickly, and helping both customers and internal teams keep everything running smoothly.

This position is perfect for someone who enjoys the intersection of customer experience and technology operations.

Customer Support

• Provide friendly, professional support to customers via phone, email, and online channels
• Troubleshoot customer issues related to the Dermapen 4 Microneedling pen, other devices, software, accounts, and system setup
• Guide customers through onboarding and product setup processes
• Document support requests and resolutions within CRM or support systems
• Escalate technical issues when necessary while maintaining clear communication with customers

Technical Operations & IT Support

• Set up and configure office technology, including laptops, phones, tablets, and peripherals
• Manage and troubleshoot office communication systems (VoIP phones, call routing, etc.)
• Assist with software setup, user accounts, and system access for team members
• Support website and basic digital platform troubleshooting
• Coordinate with external IT providers or developers when advanced support is required
• Maintain internal documentation for technology setup and troubleshooting procedures

Customer Experience

• Maintain a warm, positive, and helpful approach when interacting with customers
• Resolve concerns quickly while maintaining professionalism and empathy
• Identify recurring technical issues and recommend improvements

Skills Required

• 2+ years experience in customer support, technical support, or IT help desk roles
• Strong troubleshooting and problem-solving skills
• Excellent verbal and written communication skills
• Ability to explain technical concepts in simple, user-friendly language
• Comfortable working with computers, software platforms, and office technology
• Highly organized with strong attention to detail

Preferred

• Experience supporting hardware devices or technical products
• Experience building or creating a ticketing system within Hubspot
• Basic understanding of website platforms or light programming
• Experience managing VoIP phone systems or office tech infrastructure
• Multilingual abilities are highly valued to serve our diverse client base effectively

Personal Attributes

The ideal candidate will be:

• Naturally friendly, warm, and patient
• Calm and composed when solving problems
• Highly tech-curious and eager to learn
• Organized and reliable
• A clear communicator who enjoys helping people
• Solutions-oriented with strong follow-through