Technical Advisor

Are you a motivated individual with strong technical skills? We're seeking a dynamic team member to join our Client Support Team in Jacksonville, FL. This role is critical in supporting and interacting directly with our customers to enhance patient outcomes and processing efficiency.

Key Qualifications:

• Strong (electro) mechanical troubleshooting skills
• Remote diagnosis of equipment malfunctions
• Ability to identify user/equipment interface challenges
• Proactive mindset with excellent communication skills
• Empathy towards customers requiring assistance

Essential Job Duties:

• Become proficient in all aspects of equipment usage and functionality
• Diagnose and resolve customer issues through phone, chat, and email
• Review and follow up on internal work orders, tasks, and special projects
• Participate in quality assurance; ensure 100% client satisfaction
• Understand and manage evolving client expectations

Training: Intensive three-to-six-month training on our equipment will be provided.

Required Education, Experience, Certifications, and Skills:

• Minimum 2 - 5 years of customer service, call center, help desk, or technical support experience
• Experience in troubleshooting medical equipment (this is not an IT position)
• Proficiency with Microsoft Windows operating systems and Microsoft Office suite
• Excellent communication skills in English; Bilingual in Spanish is a plus
• Strong organizational, project management, and multitasking skills
• Ability to work independently and as a team player
• Comfortable troubleshooting over the phone, utilizing remote desktop sharing utilities
• Capacity to handle a high volume of calls/tickets, multitask, and shift priorities professionally
• Willingness to learn and adapt to constant change and evolving software
• Enthusiastic teamwork approach with a strong desire to succeed

Note: This is not a desktop IT/computer troubleshooting position.

If you are a proactive, technically skilled individual with a passion for client support, we encourage you to apply!

Advancing Eyecare is a partnership of leaders in the Eyecare instrumentation marketplace established to offer the best products and service solutions in the ophthalmic equipment industry. Currently comprised of Marco Ophthalmic, Lombart Instrument, Enhanced Medical Services (EMS), INNOVA Medical, Santinelli International and Veatch Ophthalmic. The combined scope of the organization has the broadest product portfolio, the most knowledgeable people, and the most reliable localized service in the industry.

Advancing Eyecare is an equal opportunity employer. We are committed to fostering a diverse, equitable, and inclusive workplace where our team members feel valued, respected, and supported. We understand that diverse backgrounds, abilities, and experiences will continue to strengthen our business. If you are contacted for a job opportunity, please advise us of any accommodations needed to ensure fair and equitable access throughout the recruitment and selection process. All accommodation information provided will be treated as confidential and used only for the purpose of providing an accessible candidate experience

Job Type: Full-time

Pay: From $40,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Compensation package:

• Hourly pay

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Experience:

• Customer service: 2 years (Required)
• troubleshooting medical equipment: 1 year (Preferred)

Ability to Relocate:

• Jacksonville, FL 32224: Relocate before starting work (Required)

Work Location: In person

Salary : $40,000