Technical Support Representative / Support Operations

Technical Support Representative / Support Operations

Reports to: Support Manager

Location: Waltham, MA - full-time, on-site

About the Role

Neximatic builds the automated vital sign streaming and documentation technology trusted by ambulatory surgery centers and hospitals to keep their care teams connected to the data that matters most. As a small, fast-growing company, we look for people with an energetic, proactive, entrepreneurial mindset - people who don't wait to be told what needs fixing.

This is primarily a hands-on technical support role - phone, email, and the day-to-day fulfillment/shipping work that's a normal part of being a Support Rep at Neximatic. It also carries a second responsibility: acting as an extended set of hands for our Support Manager on support operations - documenting how the team works, tracking key metrics, and helping identify and roll out process improvements. This part of the role is guided and directed by the Support Manager, not owned independently.

Role

Technical Support Representative, including:

• Technical Support - phone and email
• Shipping / Fulfillment - configuring and packing ordered devices (standard part of the Support Rep role at Neximatic)
• Support Operations (secondary - under the direction of the Support Manager)

Core Priorities (in order)

1. Technical Support (primary responsibility)

• Manage a high volume of inbound and outbound customer calls and emails with knowledge and efficiency.
• Diagnose and troubleshoot technical issues with Neximatic's devices and systems — device connectivity, configuration, and data transmission - going beyond surface-level, scripted responses to find root cause.
• Provide expert, technically accurate answers to customer questions about Neximatic's devices and systems.
• Respond quickly, professionally, and accurately to inquiries regarding orders, status, complaints, returns, and warranties.
• Engage with customers in a friendly, professional manner that reinforces Neximatic's reputation for exceptional service.
• Escalate tactfully and appropriately when an issue is beyond first-line resolution.
• Prepare orders for shipping; configure and pack ordered devices using internal tools based on customer specifications.
• Follow company guidelines and procedures for communications with minimal supervision.

2. Support Operations (secondary — assist Support Manager)

• Assist in documenting Support team processes and procedures, under the Support Manager's direction - turning what today lives mostly in institutional memory into clear, written process.
• Track and report on core support metrics (e.g., ticket volume, response time, resolution time) to help the Support Manager spot trends and problem areas.
• Help identify opportunities for process improvement and assist in rolling out changes as directed.
• Maintain and update the team's knowledge base / SOP library (e.g., Confluence or equivalent) as procedures evolve.
• This is explicitly a supporting, execution-focused role - priorities, direction, and final decisions on process and metrics stay with the Support Manager.

What Success Looks Like in Year One

• Customer support quality and responsiveness remain strong and consistent with the rest of the team.
• Fulfillment/shipping responsibilities are handled reliably as a normal, well-integrated part of the role.
• The Support Manager has real, dependable help on documentation, metrics, and process - work that would otherwise fall to them and get deprioritized.
• The team's processes are more consistently documented and easier for new hires to pick up.

Candidate Profile

• High school diploma or equivalent required; Bachelor's degree preferred.
• 3+ years' experience in technical support.
• Demonstrated experience with support operations functions - e.g., process documentation, KPI/metrics tracking and reporting, or process/workflow improvement.
• Strong communication skills, including active listening and clear articulation.
• Comfortable with basic data/metrics tracking (e.g., spreadsheets, support-tool reporting) and interested in process and organization, not just ticket-handling.
• Ability to solve problems, alleviate conflicts, and escalate tactfully.
• Ability to work individually and as a team member.
• Available, attentive, and “at desk” full time, on agreed hours; in-office/on-site as required.
• Experience with Zendesk, ZoHo Service and/or Confluence a plus.
• Basic networking and serial communication knowledge a plus.
• Experience in a surgical environment a plus.
• Familiarity with medical devices such as vitals monitors a plus.

Pay: $23.00 - $28.00 per hour

Expected hours: 40.0 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: In person