Technical Support Specialist

Urgent Hiring Need for client in Oakland, CA

We are seeking 4-5 Customer Service Reps to support the busy holiday season for medium sized Medical Device Company

We are seeking a detail-oriented, customer-focused Customer Experience Associate to support customer communications, team enablement, and service quality. This role will help ensure customer support resources are accurate, consistent, and easy to understand while partnering with internal teams to communicate product updates, resolve service issues, and improve the overall customer experience.

The ideal candidate is an excellent communicator who can simplify complex information, create helpful support documentation, and collaborate across teams to deliver clear, empathetic, and effective customer service.

JOB Highlights

• Pay: $25 per hour
• Duration: Temporary, 3–4 months Contract role
• Schedule would either be Tuesday-Saturday (Tuesday-Thursday onsite requires and Friday/Saturday would be remote) or Sunday-Thursday (Tuesday-Thursday onsite required but Sunday/Monday remote)
• Parking: Free parking available
• MUST be able to work through all holiday (Thanksgiving, Christmas and New Years)
• Hours are 8-5pm (must be able to work either Saturday or Sunday)

Key Responsibilities

Customer Communications and Support Resources

• Create, maintain, and update customer support templates, frequently used responses, help center articles, and internal documentation.
• Partner with Product and Engineering teams to communicate new features, known issues, product updates, and fixes to internal teams and customers.
• Draft clear, timely, and customer-friendly communications regarding product changes, service disruptions, and return-related guidance.

Training and Quality Assurance

• Develop and maintain onboarding materials, training resources, and ongoing team education content.
• Assist with quality assurance initiatives by identifying gaps in messaging, documentation, and customer support experiences.
• Help ensure customer communications are consistent, accurate, and aligned with service standards.

Cross-Functional Collaboration

• Coordinate with internal departments, including Product, Marketing, Legal, and Operations, to support customer-facing communications.
• Track recurring customer questions, feedback, and concerns to identify opportunities for improvement.
• Escalate common customer feedback themes and collaborate with relevant teams to improve support processes.

Customer Experience and Service Recovery

• Support responses to negative customer satisfaction feedback by coordinating with support agents and identifying opportunities to improve responses and workflows.
• Maintain organized tagging, tracking, and reporting systems to monitor customer pain points and content gaps.
• Recommend updates to support resources and processes to improve customer satisfaction and service efficiency.

Required Qualifications

• Strong written and verbal communication skills, with the ability to communicate complex information clearly and empathetically.
• Previous experience in customer support, customer experience, support operations, or a related role; 2–4 years of experience preferred.
• Familiarity with customer support and knowledge management platforms, such as Zendesk, Confluence, or similar tools.
• Excellent organizational skills and attention to detail.
• A proactive, collaborative approach to problem-solving and process improvement.
• Strong customer service mindset and the ability to manage multiple priorities effectively.