> Markdown version of [/jobs/ext/3006747-technical-support-specialist](https://www.wearedevelopers.com/jobs/ext/3006747-technical-support-specialist). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Specialist - **Company:** Actalent - **Location:** Middlebury, CT, United States - **Salary:** $45,760.0 - $54,080.0 - **Contract:** Temporary to permanent - **Skills:** Document Management Systems, Microsoft Office, Netsuite - **Published:** September 19, 2026 - **Apply:** https://dejobs.org/x/x/D51638D3A13E4BDDB5D49FD6551A900E/job/ ## About the Role * Proven customer service experience, including handling phone calls, addressing concerns, and providing a professional and reassuring experience in stressful situations. * Strong proficiency with Microsoft Office for managing RMAs, processing paperwork, documenting service information, and completing administrative tasks. * Technical writing skills to accurately summarize technician findings and create clear, concise service reports that explain device issues and repairs. * Administrative support experience with organization, multitasking, data entry, paperwork processing, and coordination of multiple responsibilities. * Ability to work effectively in a manufacturing environment with exposure to devices, technicians, and shop floor activities. * Familiarity with regulatory processes and operating under strict procedures and requirements. * Experience using ERP systems such as NetSuite or similar platforms to navigate orders, RMAs, and customer information. * Process-oriented mindset to follow established workflows, quality systems, and regulatory documentation requirements. * Strong verbal and written communication skills for speaking with customers, explaining repair processes, and handling sensitive situations professionally. * High level of attention to detail to accurately process RMAs, service reports, estimates, and repair documentation. * Ability to multitask and shift quickly between customer calls, emails, RMAs, paperwork, and follow-up activities while maintaining quality and accuracy. Additional Skills & Qualifications * Experience in a regulated industry such as medical devices, quality systems, or manufacturing environments. * Exposure to document control, audits, and regulatory documentation processes. * Comfort working closely with technical teams and translating technical information into customer-friendly language. * Strong organizational skills and time management abilities in a fast-paced, high-volume support environment. * Interest in building a career in a regulated, process-driven setting with opportunities for growth and skill development. ## Description The Technical Support Specialist provides responsive, high-quality support to customers and end users by phone and email. In this role, you troubleshoot device issues, create and manage case complaints, process return authorizations, and support the repair process from estimate through completion. You prepare estimates, generate work and sales orders for repaired units, track turnaround commitments, maintain detailed repair documentation, and handle a variety of administrative tasks. Success in this position requires strong customer service experience, proficiency with Microsoft Office, clear written and verbal communication, and the ability to stay organized and multitask in a busy, regulated environment., * Respond promptly to customer and end user inquiries via phone and email, providing clear, professional, and reassuring support. * Troubleshoot device issues by gathering detailed information, guiding customers through basic checks, and documenting findings accurately. * Create case complaints and service tickets that capture device problems, customer concerns, and relevant history in a clear and organized manner. * Process return merchandise authorizations (RMAs), including initiating returns, confirming details with customers, and ensuring proper documentation. * Prepare estimates for repairs by reviewing technician findings, calculating costs, and communicating timelines and expectations to customers. * Create work orders and sales orders for repaired units, ensuring all information is accurate and aligned with company procedures. * Track turnaround commitments for repairs and returns, monitoring progress and following up with technicians and customers to meet deadlines. * Maintain complete and accurate repair documentation, including service reports, device history, and regulatory records as required. * Provide general administrative support such as data entry, paperwork processing, document filing, and coordination of daily service activities. * Collaborate closely with RMA technicians on the shop floor to understand device issues, confirm repair status, and relay information back to customers. * Summarize technician findings using clear technical writing to create service reports that explain device issues and repairs in an understandable way. * Use Microsoft Office applications to manage RMAs, track orders, prepare documentation, and support daily administrative tasks efficiently. * Follow established procedures and regulatory processes to ensure all service activities comply with quality systems and industry requirements. * Multitask effectively between customer calls, emails, RMAs, paperwork, and follow-up activities throughout the day while maintaining accuracy. * Support exposure to quality systems, document control, audits, and regulatory documentation by adhering to process-oriented workflows. * Contribute to a supportive culture by communicating professionally with colleagues, sharing information, and helping maintain a positive work environment., This position is fully onsite with standard hours from 8:00 a.m. to 5:00 p.m. The role is primarily desk-based, with approximately 90% of the time spent at a workstation handling calls, emails, documentation, and administrative tasks. The remaining 10% of the time involves working directly with RMA technicians on the shop floor in a manufacturing environment to review devices, confirm repair status, and coordinate service activities. You will work within established quality systems, document control processes, audits, and regulatory documentation, using tools such as Microsoft Office and an ERP system (e.g., NetSuite or similar). 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