Now Hiring – Technical Customer Support Specialist
Fulltime at HQ - Bozeman, MontanaResponsibilities
The Technical Customer Support Specialist plays a key role in ensuring customer satisfaction by providing technical expertise and assistance throughout the sales and support cycle. This includes pre-sale consultations, product demonstrations, installations, training, and ongoing technical support.
This position supports all NeuraLynx products in both a customer-facing and remote capacity. You will work directly with researchers in neuroscience and related fields, supporting both animal and human research applications. This includes field support, leading an in-person training on the products, product installation, and fielding technical support questions in person, by phone, and/or by remote PC access.
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Develop deep technical knowledge of:
- NeuraLynx hardware and software products
- Third-party products which NeuraLynx distributes and interfaces with relevant neuroscience concepts and related research equipment and environments
- NeuraLynx processes and procedures relevant to the position
Provide technical support:
- Answer support calls and tickets when available
- Troubleshoot issues in person, by phone, video conference, or remote access
- Diagnose and resolve PC compatibility problems (e.g., hardware conflicts, driver issues, storage corruption)
- Answer technical questions about NeuraLynx products and data workflows
- Assist customers in choosing, specifying, or customizing products to meet their research needs
- Assist customers with NeuraLynx data import/export tools in MATLAB and Python
- Follow up with support requests in a timely manner
Contribute to documentation and training:
- Analyze NeuraLynx customer support requests for trends and propose technical resolution tools, including additions to FAQs, TechTips, and videos
- Assist in preparing technical resolution tools above and user manual updates
Assist in sales and marketing efforts:
- Provide answers to technical questions during the sales decision process
- Generate quotes and sales orders
- Support product demonstrations and tradeshow preparation
- Install equipment and ensure proper setup in customer labs
- Provide customer training
Collaborate with engineering:
- To ensure product issues are understood and resolved
- Provide clear feedback on product issues from the field
- Participate in product testing when time permits
Perform administrative functions:
- Track all calls and resolutions in INFOR CRM
- Document customer feedback and observations for internal teams
- Generate RMAs as needed
Other duties include:
- Collaborate across departments as needed in a small office environment, including assisting engineering, shipping, or other teams when support workload permits.
- Ensure customer satisfaction
Required Qualifications
- Excellent troubleshooting skills
- Excellent verbal communication skills
- Experience interfacing with customers, and deep appreciation of how to satisfy and resolve their issues (technically, logistically and emotionally)
- Positive attitude, including willingness to serve customer needs and endure frustration while maintaining a pleasant demeanor regardless of customer responses
- Expertise with Microsoft office suite (Word, Excel, PowerPoint)
- Strong computer literacy, including hardware/software installation and troubleshooting
Desired
- Sales or technical service experience
- Technical training experience
- Knowledge or exposure to neuroscience
- Experience with MATLAB or Python, especially for data import/export or troubleshooting customer workflows
- Knowledge of PC hardware, drivers, and Windows operating systems; experience diagnosing issues with PCI/PCIe cards, USB devices, or data storage (e.g., corrupt drives, file recovery)
- Flexibility and willingness to assist other departments in a small office setting
About The Culture
Here at Neuralynx, we value the engineering culture and work hard to maintain a productive and happy work environment. We encourage our engineers to learn, grow, and apply their passions to their daily job. The attributes that we look for include:
- Being a team player. We look for engineers for whom no job is too small. We work together as a team to provide the best possible experience for our customers.
- Interested in learning. We want engineers who are curious to understand the how and the why of what they do, who are aware and thinking about how their code interacts with the operating system, and generally interested in the problem space. Our engineers need to be good mentors to their fellow teammates and open to be mentored
- Passion for testing. In our development process, every engineer is responsible for the quality of the product. This requires that everyone is focused on producing code that is easily testable, modular, and correct. As engineers, we are responsible for unit, functional, and system-level testing.
- Focus on quality. Neuralynx products are the best in the field, and our customers demand the best. Our engineers are constantly focused on quality, whether it is consumer software, internal utilities, or engineering infrastructure. We desire to work with teammates who won’t hesitate to speak up when they see inefficiencies that can be improved or technology adoptions that can aid in our efforts.