Customer Service​/HelpDesk Technician, Technical Support

Job Title: Technician I (Contract)

Location: Sylmar, CA (100% Onsite)

Rate: $20 - $22.50/hr

Duration: 1 Year (conversion to FTE with client)

Contract Type: W2 (must be authorized to work in the U.S.; no sponsor ships or C2C/1099)

• Customer Support: Operate in a call center environment, responding to inquiries about our client’s remote care products from healthcare professionals, field personnel, patients, and internal teams.
• Technical Troubleshooting: Address technical issues, product complaints, and adverse events by following approved protocols. This includes navigating connectivity and setup questions for our client proprietary remote care devices.
• Clear Documentation: Maintain accurate and thorough records of each call, capturing product experience details in Field Contact Reports (FCRs) and ensuring all information is documented properly.
• Compliance & Quality: Adhere to U.S. FDA regulations, corporate policies, operating procedures, and work instructions, maintaining patient data privacy and product quality standards.
• Collaboration & Communication: Work closely with team members to ensure adequate availability for customer support. Provide professional, positive, and cooperative communication at all times.
• Continuous Improvement: Participate in required trainings and certifications. Consistently meet performance expectations and provide suggestions for process enhancements.

Required:

• High School Diploma or GED

Preferred:

• Bilingual English/Spanish skills.
• At least six (6) months of experience in customer service.
• Prior experience in product support or a related field.
• Medical device technical support experience is a plus.

Additional Skills:

• Ability to work effectively in a fast-paced, team-oriented, and geographically diverse environment.
• Strong verbal and written communication skills.
• Proven multitasking skills, including active note-taking and managing multiple callers simultaneously.
• Excellent organizational skills, attention to detail, and the ability to meet deadlines.
• Predictable and reliable attendance.