Techanical Customer Support Specialist

Department: Quality

Employment Type: Full Time

Location: Burlington, MA

Compensation: $26.00 - $28.00 / hour

Description

Why should you join our success story?

Based on patented technology developed at MIT, Harvard Medical School and by the Company, Myomo develops and markets the MyoPro® product line of lightweight, non-invasive, powered arm braces (orthoses) to restore function in paralyzed or weakened arms and hands of individuals that have suffered a stroke, spinal cord, or nerve injury. (E.g. brachial plexus injury or other neuro-muscular disabilities.) It is the only device that, sensing a patient's own neurological signals through non-invasive wearable sensors, can restore the ability to use their arms and hands so that they can live independently, increase their quality of life, reduce cost of care, and return to work. Published clinical research shows a clinically significant instantaneous reduction in upper extremity impairment with the MyoPro. Our technology has been referred by leading-edge rehabilitation facilities including Mayo Clinic, Kennedy Krieger Institute, Cleveland Clinic, Loma Linda Medical Center, Massachusetts General Hospital, numerous VA Hospitals, and more. Myomo is headquartered in Burlington, Massachusetts, with sales and clinical professionals across the U.S.

What we're looking for:

The Technical Customer Support (TCS) Specialist is responsible for managing customer support activities, processing cases, and coordinating RMA's in alignment with Myomo's Service operations and Quality Management System (QMS). This role serves as the central customer support intake and coordination function for all service-related activities ensuring timely case creation, accurate documentation, effective troubleshooting, and seamless handoff to Service, Quality, and Engineering teams.

Keys to success include warm, empathetic professionalism and active listening skills on the phone, a solutions-oriented, problem-solving mentality, genuine curiosity and drive to learn and grow better each day as a customer support professional, an aptitude for continuous learning, and the ability to catalogue and document details correctly.

This role could be a good fit if you're a systematic-minded individual who enjoys having a clear process and following it whenever possible, as well as someone who enjoys maximizing productivity and order in your environment. Our ideal candidate is comfortable leveraging modern tools including AI to enhance efficiencies while also understanding the importance of the human touch in customer service.

How You'll Drive Impact:

Customer Support & Case Management

• Serve as the primary point of contact for incoming customer communications. (Phone, email, and portals)
• Create, triage, and manage Cases and RMAs within the QMS. (Arena or equivalent)
• Ensure all required data is captured accurately at intake. (Device, issue, contacts, warranty status)
• Maintain ownership of case lifecycle from intake through closure or handoff.

Technical Troubleshooting

• Provide first-level troubleshooting support for Myomo devices. (Hardware, software, system configuration)
• Escalate complex issues to Service, Quality, or Engineering as appropriate.
• Support remote troubleshooting sessions with field staff, clinicians, and patients.
• Document troubleshooting steps and outcomes in accordance with QMS requirements.

RMA & Service Coordination

• Initiate and manage RMA process including device intake coordination, shipping logistics and documentation, and work order alignment with the Service team.
• Track devices through the service workflow and provide status updates to stakeholders.
• Partner closely with Service team to prioritize and expedite repairs when needed.

Quality & Regulatory Compliance

• Ensure all activities comply with FDA, ISO, and internal QMS procedures.
• Support complaint handling, adverse event reporting, and documentation requirements.
• Maintain accurate and audit-ready records for all cases and RMAs.
• Follow and help improve SOPs and Work Instructions.

Data, Reporting & Continuous Improvement

• Maintain accurate data entry and case documentation within Arena.
• Generate reports on case volume, turnaround time (TAT), and trends.
• Identify recurring issues and support root cause analysis efforts.
• Contribute to process improvements to enhance efficiency, scalability, and customer experience.
• Support internal communication of case status and key updates.

What You'll Bring:

Core Competencies

• A customer-focused mindset with strong problem-solving abilities.
• Ownership and accountability for case resolution.
• Ability to prioritize and manage workload under time constraints.
• Cross-functional communication and collaboration.
• Process-driven with a continuous improvement mindset.

Experience

• 1-3 years of customer service or technical support experience.
• Strong organizational skills with the ability to manage multiple cases simultaneously.
• Excellent written and verbal communication skills.
• Ability to work in a fast-paced, regulated environment.
• Thorough attention to detail and accuracy in documentation.
• Proficiency with Microsoft Office and web-based systems.

Preferred

• Experience in medical devices, healthcare, or another regulated industry.
• Experience with data analysis and reporting.
• Past work supporting electromechanical devices and/or software systems.
• Associate or Bachelor's degree in engineering, Biomedical, or related field.