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ImmersiveTouch is a cutting-edge medical device company dedicated to delivering innovative AR/VR solutions for surgical planning and medical training. We are searching for a Customer Support & Service Coordinator to ensure a seamless experience for physicians, hospitals, sales representatives, and internal teams. This role involves direct communication with both external and internal stakeholders, providing support, ensuring smooth service delivery, coordinating deployments, and troubleshooting technical issues.

Key Responsibilities

• Serve as the primary point of contact for clients and sales representatives, assisting with software and technology-related issues.
• Diagnose and troubleshoot issues in real time, identifying quick and accurate solutions while adapting to unique challenges faced by clients and sales representatives.
• Communicate technical solutions in a clear, user-friendly manner, ensuring customers feel supported and confident using our technology.
• Provide timely updates, troubleshooting guidance, and follow-ups to resolve issues effectively.
• Maintain detailed documentation of common support requests and solutions.

Service Coordination & Deployment

• Prepare, configure, and install AR/VR systems and related technology for external users, ensuring proper software setup, licensing, and system configurations before deployment.
• Track inventory of AR/VR hardware and related equipment, ensuring availability, and coordinate hardware orders and replacements as needed.
• Investigate recurring or complex issues reported by clients or identified internally, coordinate with relevant teams for resolution, and ensure solutions are properly implemented and timely documented.
• Communicate patterns or trends in reported issues to internal teams, providing insights to help improve products and services.
• Oversee the shipping and tracking of systems and devices to clients and sales reps, ensuring timely delivery.

On-Site & Internal Support

• Support medical professionals and hospital teams as needed to ensure smooth technological operation in clinical settings.
• When required, be available to provide remote or on-site support before surgeries begin, including those with early start times at 7 AM.
• Aid internal team members with software and system-related questions.
• Maintain tools and systems used for corporate operations, product development, and service delivery.
• Perform routine maintenance on 3D printers to ensure optimal performance and minimize downtime.

Regulatory & Security Coordination

• Act as the primary liaison, collaborating with teams to address client security and regulatory inquiries while ensuring compliance with industry standards.
• Assist in addressing requirements related to security assessments received from clients, ensuring compliance with industry regulations and company policies.
• Maintain documentation for compliance, security, and operational best practices to support both internal and external stakeholders.

Requirements

• Demonstrate strong problem-solving skills and experience troubleshooting software and system-related issues.
• Ability to think critically and adapt solutions to different scenarios, ensuring effective resolution of customer and operational challenges.
• Exhibit excellent communication and customer service skills, with the ability to engage effectively with clients, medical professionals, and sales representatives.
• Work collaboratively with internal teams and external consultants to support service delivery, compliance, and operational needs.
• Process strong organizational skills and attention to detail, with the ability to track and manage multiple priorities, including support requests, deployments, compliance efforts, and security assessments.
• Experience in maintaining documentation related to troubleshooting steps, security policies, compliance requirements, and operational best practices.
• Willingness to travel when needed to provide on-site support and assistance.
• Comfortable providing periodic early morning support.
• Experience with AR/VR systems or similar technologies (a plus but not required).
• Familiarity with industry compliance standards such as SOC 2, HIPAA, ISO 27001, GDPR, or FDA regulations (a plus but not required).

Compensation and Benefits

• Salary Range for Position: $45K-$0K per year
• Medical, Dental and Vision Insurance
• 401K Savings Plan
• Paid Company Holidays

Why Join Us?

This role is ideal for someone who enjoys a balance of customer interaction, problem-solving, and service coordination. You will play a critical role in ensuring our innovative solutions are successfully deployed and supported, making a tangible impact in medical technology and healthcare.

• Seniority level Entry level

• Employment type Full-time
• Industries Hospitals and Health Care and Technology, Information and Media

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Medical insurance

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401(k)

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Berwyn, IL 55,000.00- 75,000.00 8 months ago

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• Impact the profitability of the Company through assisting with strategic and tactical management decisions and new business development results.
• Receives, interprets, accepts, and enters incoming publication/subscription orders utilizing the publication/subscription ordering database and financial system.
• Develop familiarity with all technical publications/subscriptions.
• Screens customers through Restricted Party Screening system.
• Utilizes Paymentech for processing customer credit card information.
• Monitors applicable customer accounts to ensure funds are available for purchases.
• Proficient in Publication Viewer (1View) level one troubleshooting to assist customers with issues and determine when to pass the customer to Tier 2.
• Knowledgeable in the current Textron Aviation publication apps as available and advise customers how to access them.
• Advises customers of product delivery information, pricing, and backordered item delivery times.
• Provides feedback from customers regarding service, subscription, and publication matters via reports and meetings as required for improving Textron Aviation's competitive position.
• Provides feedback and recommendations for process improvements to better achieve department objectives.
• Works daily with numerous departments within Textron Aviation to establish good working relationships and ensure the customer receives the best service possible at all times.
• Processes intensive customer email correspondence displaying professional writing proficiencies.

Job Summary: Handles intense customer phone reception and electronic communication of customer's non-technical needs, consisting of (but not limited to) the sale of subscriptions, publications, processes customer invoices for publication and subscription purchases, Publication Viewer (1View) first level troubleshooting, publication quotes/invoices, Contact Administration, txtavsupport.com and 1View registrations, password resets/reminders and other general inquires.

Job Responsibilities: Impact the profitability of the Company through assisting with strategic and tactical management decisions and new business development results. Receives, interprets, accepts, and enters incoming publication/subscription orders utilizing the publication/subscription ordering database and financial system. Develop familiarity with all technical publications/subscriptions. Screens customers through Restricted Party Screening system. Utilizes Paymentech for processing customer credit card information. Monitors applicable customer accounts to ensure funds are available for purchases. Proficient in Publication Viewer (1View) level one troubleshooting to assist customers with issues and determine when to pass the customer to Tier 2. Knowledgeable in the current Textron Aviation publication apps as available and advise customers how to access them. Advises customers of product delivery information, pricing, and backordered item delivery times. Provides feedback from customers regarding service, subscription, and publication matters via reports and meetings as required for improving Textron Aviation's competitive position. Provides feedback and recommendations for process improvements to better achieve department objectives. Works daily with numerous departments within Textron Aviation to establish good working relationships and ensure the customer receives the best service possible at all times. Processes intensive customer email correspondence displaying professional writing proficiencies.

Qualifications: Pursuing Bachelor's degree in Aviation, Business Management, Psychology, Social Science, or other related field. Professional and diplomatic demeanor. Excellent customer service skills a must. Excellent verbal and written communication skills. Interest in business, accounting practices, customer handling and aircraft publications. Experience in general business/office/customer procedures. Applicants must be authorized to work lawfully in the U.S. for Textron Aviation at the time of making application, and visa sponsorship is not available for this position, including for F-1 students and J-1 exchange visitors who will need employment sponsorship. Textron Aviation Inc. must comply with U.S. export control laws. If a position requires access to information controlled under U.S. regulations applicant must be eligible to meet any requirements to access controlled information.

Summer internships are 40 hours per week typically from late-May to early-August lasting 10 weeks. Candidates must be able to work onsite for the entirety of the internship program unless approved otherwise by the hiring manager.

Recruiting Timeline: Applications for this position will be accepted through October 31, 2025. The application window may be shortened or extended based on candidate flow and business needs. We encourage you to apply as soon as possible, and review the location for this role to ensure it aligns to your location preferences as all roles are on site at a Textron business unit.

EEO Statement: Textron is committed to providing Equal Opportunity in Employment, to all applicants and employees regardless of race, color, religion, age, national origin, military status, veteran status, disability, sex (including pregnancy and sexual orientation), genetic information or any other characteristic protected by law.

Recruiting Company: Textron Aviation

Primary Location: US-Kansas-Wichita

Job Function: Business Development

Schedule: Full-time

Job Level: Individual Contributor

Job Type: Internship / Co-Op

Shift: First Shift

Job Posting: 09/01/2025, 1:00:00 AM

Job Number:

Location: Boston, MA (Hybrid preferred but remote candidates can be considered) Salary Range: $15.00 - 21.00/Hour

This role is a unique opportunity to provide support to the customer service team through data management and communication. The position involves ensuring a premium customer service experience through professional, timely, and accurate communication, along with managing data to support the team's operations.

Join our team where customer service goes beyond mere order taking. We seek candidates who excel in providing personalized, high-touch support, ensuring every customer interaction creates a seamless delivery experience for our customers. Discover a c Customer Service, Support, Associate, Representative, Customer, Service

Join our team where customer service goes beyond mere order taking. We seek candidates who excel in providing personalized, high-touch support, ensuring every customer interaction creates a seamless delivery experience for our customers. Discover a career designed to be different!

Whether a Room & Board customer is picking up an order at our delivery center, interacting with us over the phone or opening their door to us, we take great pride in making them feel comfortable. As a Customer Service Associate with our home furnishings Delivery Center in our New York/New Jersey market, you are the heart of our welcoming and professional atmosphere. You will work in an office setting to coordinate details associated with customer pick up and deliveries, being mindful of both the customer's needs as well as the efficiencies of the delivery team as you create a seamless experience for each and every customer.

Location: 9 Garden Street, Moonachie, NJ 07074 (This role is fully on-site)

Schedule: You will work a set schedule of Tuesday Saturday: 7:30am until 4:00pm.

What you'll bring to be successful in this role as a Customer Service Associate:

You are a natural relationship builder and have confidence when it comes to navigating customer in the moment bringing a personalized touch no matter what the need. You bring excellent attention to detail, enjoy administrative tasks and have exceptional follow through. You are a confident decision-maker and adept at multi-tasking and using technology to support your work.

Other attributes, qualifications and experience you bring as a Customer Service professional:

• You bring a passion for serving the customer. You strive to be professional, pro-active and respectful when engaging with customers at every touch point. When a customer calls upset, you build confidence and loyalty by bringing calm to the situation and driving home the right solution.
• You naturally build relationships and see tasks through. You utilize current vendor partnerships and build new relationships as needed.
• Going the extra mile is part of your DNA. You look to take interactions and conversations with customers a step further by anticipating a need, quickly resolving an issue or genuinely sharing in their excitement about their new purchase.
• You focus on providing the right solution. You have the autonomy to navigate complex customer concerns that may require in the moment or long-term support with exceptional problem-solving, decision making and conflict resolution skills.
• You believe in teamwork. You work in close partnership with both retail and delivery team members to uphold our commitment to customer satisfaction.
• You embrace technology. You're comfortable learning custom programs and tools for routing and navigation, order information, product specifications, etc. to effectively communicate with customers and retails/delivery team members. You are well-versed with Microsoft Office 365.
• You have 5+ years of relevant experience. You have a background in a relevant customer service or call center role.
• Ability to provide proof of identity and legal work authorization upon hire.

What we offer our Customer Service Associates:

• Salary: $61,000 - $6,000 / year ( 29.33 - 31.73 / hour) Salary offered is based on experience/qualifications.
• Benefits that focus on holistic well-being. The whole person matters, not just the one who shows up for work. That's why we invest in holistic well-being that supports and encourages you to live a full life. Besides a competitive paycheck, we offer several awesome perks to help you thrive in every aspect of life. Picture this: three weeks of paid vacation, a generous 401(k) match, profit-sharing, and a whole bunch of cool extras. We're talking about benefits that cover you from head to toe physically, emotionally, and financially.
• Meaningful work. We create a meaningful work experience by empowering everyone to contribute, taking pride in everything we do, and making the world sustainable, inclusive and beautiful.
• A culture of respect. We sustain a culture of respect by relying on our shared values, building supportive and kind teams, and ensuring all voices are heard and celebrated.

Room & Board is an equal employment opportunity employer. Our policy is not to unlawfully discriminate against any applicant or staff member on the basis of age, race, color, sex, sexual orientation, gender identity or expression, religion, national origin, disability, or any other consideration made unlawful by applicable federal, state, or local laws. We also prohibit harassment of applicants and staff members based on any protected category, characteristic or status. It is also our policy to comply with all applicable state, federal and local laws respecting consideration of unemployment status in making hiring decisions.

As an applicant, you have rights under Federal Employment Laws, and your state may offer additional protections. To view applicable laws, visit our partner site.

Discover a career designed to be different.

We are seeking a motivated and customer-focused individual to join our team as a Customer Support Specialist . The ideal candidate will be responsible for assisting customers, resolving inquiries, and ensuring a positive customer experience.

• Respond promptly to customer inquiries via phone, email, chat, or other communication channels.
• Provide accurate product/service information and guide customers in resolving issues.
• Handle customer complaints with empathy and professionalism, escalating complex cases when necessary.
• Maintain detailed and accurate records of customer interactions and transactions.
• Follow up with customers to ensure issues are resolved and satisfaction is achieved.
• Collaborate with other departments (sales, technical, logistics, etc.) to resolve customer concerns.
• Identify customer needs and recommend appropriate products or services.
• Stay updated with company policies, products, and services to provide effective support.
• Meet or exceed customer service performance targets (response time, satisfaction rate, etc.).
• Contribute to process improvements to enhance overall customer experience.

• Previous experience in customer service or a related field is an advantage.
• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to multitask, prioritize, and manage time effectively.
• Proficient with basic computer applications and CRM/customer support tools.
• Patience, empathy, and a customer-first mindset.
• High school diploma or equivalent; a degree is a plus.