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Head of Customer Success and Support
Onramp Technology, Inc. 2.8
Technical support representative job in Boston, MA
About OnRamp
OnRamp transforms B2B customer onboarding into a revenue driver. Our platform automates workflows, streamlines playbooks, and accelerates time-to-value, helping enterprises reduce onboarding time by up to 70%. Backed by leading investors and trusted by Fortune 15 companies, we're redefining how companies bring new customers online.
The Role
As Head of Customer Success and Support at OnRamp, you will own all post‑sales customer facing teams: Onboarding, Customer Success, Support, and Customer Education.
You will play a pivotal role in shaping our direction and delivering results that drive our company success as part of a growing team. You will collaborate closely across all company functions to ensure cross‑functional alignment with customer needs and business goals.
Responsibilities
Lead all aspects of our customer‑facing post sales strategy, operations, and process development
Own target attainment for NRR including both renewal and expansion quota.
Manage a growing team of CSMs and Support staff, providing coaching, mentoring, and development
Regularly engage and build executive level relationships with customers
Collaborate with leadership across the company as required to align operations with our strategic initiatives and business plan
Set quarterly CS team priorities by sequencing initiatives based on customer and revenue impact, and translate those priorities into scoped projects with clear owners, timelines, and success metrics
Collaborate with Product and Engineering on customer escalation and ticket resolution process
Collaborate with Product and Marketing on customer facing programs such as Beta Programs, Customer references and reviews, and Case‑Study development
Collaborate with Sales and Product Management to assess Enterprise prospect requirements and any service requirements resulting from those requirements
Communicate customer needs and issues, as well as internal initiatives to relevant internal and external stakeholders, fostering transparency, buy‑in and excitement
Drive internal usage of the OnRamp platform in our own onboarding and customer lifecycle management
Collaborate with Marketing to create and promote thought leadership content
Qualifications and Experience
Experience as a CSM in a B2B SaaS company
Experience building and leading a growing team
Experience with all post‑sales SaaS functions
Experience with SMB, Mid‑Market, and Enterprise customers
Strong analytical and problem‑solving skills, with the ability to assess risks and make data‑informed decisions.
Exemplary communication and collaboration skills, with the ability to influence stakeholders and drive consensus.
Proficiency with CRM (e.g., Salesforce, Hubspot) and popular productivity/workflow tools (e.g., JIRA) as well as familiarity and comfort supporting customer use of technical features such as integrations, webhooks, APIs, and similar technologies
Strong process design skills
Exceptional executive level customer facing communication, issue resolution, and expansion sales skills
High comfort level with ambiguity and working on a small team in a fast moving environment.
Why OnRamp
Work directly with enterprise and mid‑market clients, including Fortune 15 companies
Join a high‑growth SaaS company backed by top‑tier investors
Be part of a collaborative, ownership‑driven culture
Highly competitive cash compensation, equity, and benefits
Boston‑based, 5 days a week in‑office
OnRamp is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. OnRamp considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. OnRamp is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please don't hesitate to let us know.
#J-18808-Ljbffr
Technical support representative job in Boston, MA
A leading financial institution is seeking a Market Executive in Boston to lead the Applied Technology team. The role involves building relationships with innovative companies in sectors like robotics and quantum computing. Responsibilities include business development and supporting founders in their growth while managing a smaller portfolio. Ideal candidates should possess over 12 years of account relationship management experience, strong communication skills, and licenses related to securities. The company offers a competitive rewards package and values diversity and inclusion.
#J-18808-Ljbffr
$69k-114k yearly est. 5d ago
Smartsheet Specialist - Product Launch Support
JMD Technologies Inc.
Technical support representative job in Cambridge, MA
Title: Smartsheet Specialist - Product Launch Support
Employment Type: Contract (4+ Months - potential to extend)
Status: Accepting Candidates
About the Role
This role supports operational project planning for a high-visibility product launch. The specialist will work with cross-functional and global teams to drive launch readiness, visibility, and execution through advanced Smartsheet solutions.
Key Responsibilities
Develop and manage Smartsheet-based project plans, timelines, and dependency maps for launch activities.
Build Smartsheet dashboards, reports, and automated workflows to track KPIs, readiness, and risks.
Provide real-time visibility into progress, resource allocation, and issue escalation.
Partner with cross-functional and global stakeholders to align launch execution and milestones.
Support strong project governance and operational execution in a fast-paced environment.
Qualifications
3+ years of experience in project management and operational planning.
Advanced hands-on expertise with Smartsheet (dashboards, automation, reports, data linking).
Experience supporting product launch or commercialization initiatives.
Strong communication, organization, and stakeholder management skills.
Exposure to pharma, biotech, or life sciences environments preferred.
Compensation (MA Pay Transparency)
Estimated hourly range: $50-$53/hr (W-2).
Final rate within this range will be based on skills, experience, and interview results.
$50-53 hourly 4d ago
CSR Planner
Integration International Inc. 4.1
Technical support representative job in Foxborough, MA
Job Details:
Job Title: CSR Planner
Pay Rate: $25-$27/hour (W2, No Benefits) - based on experience
Schedule: 1st Shift | 7:30 AM - 4:00 PM
Duration: 1-Year Contract with Potential for Permanent Conversion
About the Role:
We are hiring a CSR Planner to join a highly technical, engineering-driven manufacturing plant specializing in instrumentation materials. This role is based onsite in Foxborough, MA, and supports a close-knit team of approximately 20 professionals across Customer Service, Planning, and Purchasing.
You'll work in a diverse, collaborative environment where teamwork is encouraged, ideas are valued, and everyone has the opportunity to contribute to team discussions and process improvement initiatives. This role is ideal for someone seeking career growth, upward mobility, and hands-on experience within a complex manufacturing operation. Periodic travel may be available for training opportunities.
Key Responsibilities:
Enter and manage customer orders, interpret requests, and assign work to appropriate team members.
Serve as a liaison between internal teams and external customers, coordinating with manufacturing, sales, distribution, and field service.
Handle customer inquiries and complaints related to order status, production, delivery, and billing in a timely and accurate manner.
Perform order processing, error correction, and maintenance for order-based and proposal-based requests.
Coordinate product selection, order placement, delivery schedules, and expediting with customers.
Proactively resolve customer issues to strengthen relationships and drive positive feedback.
Provide product information, including limited technical details when required.
Maintain and update data across systems such as SAP, Quote-to-Cash, Salesforce, Buy Automation, shared drives, and external portals.
Qualifications:
No degree required.
Strong verbal and written communication skills.
Ability to prioritize work, meet deadlines, and work independently in a fast-paced environment.
Proven ability to build and maintain effective working relationships with internal and external partners.
Strong mediation, negotiation, and facilitation skills.
Working knowledge of Microsoft Windows and standard business applications (Word, Excel, Access).
Experience using Salesforce is preferred.
SAP experience is a plus.
Why Consider This Role?
Engineering-focused manufacturing environment.
Collaborative and diverse team culture.
Opportunity to grow skills and advance within the organization.
Potential for permanent conversion.
If you enjoy customer interaction, thrive in a manufacturing or engineering setting, and are eager to grow your career, we'd love to hear from you.
$25-27 hourly 1d ago
Customer Service Representative
Medicare Joe
Technical support representative job in Lincoln, RI
Rate: $21 per hour to $23 per hour upon completion of training (60 days)
Schedule: 8:30AM-5PM
Who We're Looking For
We are looking for dependable, detail-oriented individuals who want to be part of a growing, mission-driven team. As a member of our Customer Service Team, you'll work in a supportive, positive culture surrounded by people who care about doing great work and helping others.
We are interested in candidates who demonstrate motivation, ownership, and a willingness to grow in their role-not someone just looking to clock in and out. If you're ready to contribute to a company that values performance, learning, and team collaboration, this may be the opportunity for you.
Position Summary
As a Customer Service Representative at Medicare Joe , you'll be the first point of contact for our clients-providing high-quality service and support as they navigate their Medicare coverage. You'll begin as a Customer Service Trainee, mastering the basics of Medicare support, tools, and communication. Upon successful completion of your training, you'll advance into the Advisor role where you'll handle more complex service needs and provide internal support to our sales team.
This is a full-time, onsite role that plays a vital part in client satisfaction, internal coordination, and our day-to-day operations.
About Medicare Joe
We are Medicare Joe , one of the fastest-growing insurance agencies in the country. We provide expert Medicare education and guidance to seniors, helping them select the health plan that best fits their needs. We are growing by the day, and our mission is to simplify the Medicare process and serve every client with clarity, compassion, and integrity.
We are resourceful and results-driven in our pursuit to see every team member reach their personal, professional, and financial goals through the work we do together. Our core values are the backbone of our business and guide our hiring process: we are accountable, team-oriented, and act with integrity.
We Provide:
Hands-on training and development for the Medicare space
Clear promotion track from Trainee to Advisor within 60-90 days
Structured support from managers and senior team members
Opportunities for long-term growth in operations, licensing, or leadership
A professional yet fun and collaborative work environment
Performance Objectives
Learn and apply basic Medicare knowledge
Complete our 60-day onboarding and training curriculum
Handle 20-40 calls and texts/day with professionalism
Complete 20-30 daily client service tasks and follow-ups
Answer Medicare-related questions with confidence and clarity
Support agents by prepping clients for transfers and resolving escalated issues
Handle claim and carrier concerns with efficiency and ownership
Use internal systems (CRM, GHL) to manage all client documentation
Take full ownership of your customer interactions and tasks by end of day
Collaborate with leadership to resolve client issues
Participate in feedback sessions and ongoing coaching
Key Competencies
Professional, friendly communication-both written and verbal
Organized and efficient with daily task management
Comfortable using Google Workspace (Docs, Sheets, Drive) and Microsoft Office (Word, Excel, Outlook) for communication and documentation
Strong problem-solving skills and ability to take initiative
Willingness to learn and grow through coaching
Ability to manage high volume and multitask under pressure
Detail-oriented and accurate with documentation
Team player with a positive attitude
Committed to delivering a high standard of service
Education & Experience
Bachelor's degree (preferred)
1+ year in customer service, admin, or healthcare support roles
Experience with CRM tools or inbound call handling is a plus
Must be comfortable working in a fast-paced, collaborative office
Physical Requirements
Prolonged periods sitting at a desk, using a computer and phone
Must be able to communicate clearly over the phone and in person
Onsite presence required in our Lincoln, RI office (this is not a remote role)
Benefits
401(k) with company match
Paid vacation time (2 weeks after 3 months of employment)
Paid holidays
Paid professional training & development
Paid continuing education for compliance and licensing
Company and individual performance incentives
$21-23 hourly 4d ago
Customer Service Representative
Net2Source (N2S
Technical support representative job in Marlborough, MA
Qualifications:
Must have SAP experience and be able to work with Microsoft office systems.
Must have background knowledge of inventory process, have some experience with chemical distribution, and detailed order entry and shipping.
We expect that this candidate has customer service skills within the chemical industry, be organized, able to multitask, and be people oriented.
This person should have great communication skills, as they will be communicating with all levels of colleagues, and multiple departments within our company.
We request this person to have moderate domestic order knowledge, including Inco Terms, and experience with the overall concept of the exporting process.
This candidate should also have knowledge of overall shipping, chemical distribution, and supply chain knowledge.
In addition, we would prefer this person to be able to contribute in a corporate setting.
$32k-41k yearly est. 2d ago
Customer Service Representative
The Judge Group 4.7
Technical support representative job in Boston, MA
This position is designed for enthusiastic, detail-oriented individuals who thrive in a fast-paced environment and are passionate about supporting families. We are seeking candidates excited to focus on assisting parents and families throughout their overall experience with our products and services.
The role requires a commitment to meeting key performance indicators (KPIs), adhering to outreach protocols, and delivering an exceptional customer experience. This is a great opportunity for individuals looking to build a career in the biotech sector with an organization that offers excellent training programs and growth opportunities.
Responsibilities:
Achieve daily, weekly, and monthly goals.
Comply with assigned schedules, assignments, and productivity metrics.
Promptly, efficiently, and accurately contact existing customer or lead database.
Assure the quality, integrity, and accuracy of client information.
Master product information for accurate dissemination to customers.
Comply with standard operating procedures and instructions within a quality management system.
Assist customers and medical professionals throughout the birthing process and delivery lifecycle of ViaCord's service.
Successfully resolve customer challenges.
Handle escalated customer issues as needed.
Build and maintain strong customer relationships.
Promote an open communication model and a positive teamwork environment.
Partner with Customer Service Management to assist with new-hire training, as needed.
Participate in continuous improvement projects within the department.
Participate in cross-functional improvement initiatives
Qualifications:
Exceptional communication and organizational skills.
Proven ability to meet and exceed KPIs and outreach protocols.
Strong attention to detail, especially in recordkeeping and compliance.
Previous experience in customer service, sales, or biotech preferred.
Proficiency in CRM tools and database management.
2+ years of service or relevant experience preferred
$34k-41k yearly est. 1d ago
Fleet Management Support Specialist
Crown Equipment Corporation 4.8
Technical support representative job in Boston, MA
:
Crown Equipment Corporation is a leading innovator in world-class forklift and material handling equipment and technology. As one of the world's largest lift truck manufacturers, we are committed to providing the customer with the safest, most efficient and ergonomic lift truck possible to lower their total cost of ownership.
Responsibilities
Responsible for driving end-user adoption of Crown InfoLink products.
Helps customer develop and implement best practices and standard operating procedures.
Prepare internal and external customers for a successful implementation by planning, training and managing support service processes.
Develop and support the retail network to provide web-user and operator trainer training.
Deliver, develop, and support the retail network with conducting business reviews and consulting with end users on sustaining use and improvement processes.
Analyze Crown InfoLink data and make recommendations on action steps.
Participate in sales calls and demos to the extent that it relates to the after-sale support.
Quote, sell, and provide Crown InfoLink support services.
Minimum Qualifications
2-4 years related experience
Associate degree (Business)
Must have valid driving privileges
Extensive travel & overnight stays (over 20%)
Preferred Qualifications
Lead and effectively garner customer support to achieve customer objectives.
Good communication skills both verbal and written. Good computer, organizational, interpersonal, and motivational skills. Basic IT wireless knowledge.
Work Authorization:
Crown will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas or who need sponsorship for work authorization now or in the future, are not eligible for hire.
No agency calls please.
Compensation and Benefits:
Crown offers an excellent wage and benefits package for full-time employees including Health/Dental/Vision/Prescription Drug Plan, Flexible Benefits Plan, 401K Retirement Savings Plan, Life and Disability Benefits, Paid Parental Leave, Paid Holidays, Paid Vacation, Tuition Reimbursement, and much more.
EOE Veterans/Disabilities
$46k-59k yearly est. 2d ago
Customer Service Technical Specialist
Exela Technologies 3.8
Technical support representative job in Boston, MA
Health & Wellness
We offer comprehensive health and wellness plans, including medical, dental and vision coverage for eligible employees and family members; paid time off; and commuter benefits. In addition, supplemental income protection including short term insurance coverage is available. We also offer a 401(k)-retirement savings plan to assist eligible employees in saving for their retirement. Participants are provided access to financial wellness resources and retirement planning services.
Military Hiring
Exela seeks job applicants from all walks of life and backgrounds including, but not limited to, those who are transitioning military members, veterans, reservists, National Guard members, military spouses and their family members. Individuals will be considered no matter their military rank or specialty.
Job Description
CSA TS Client Services
About the Role:
As a Client Services Associate (CSA) in the TechnicalSupport department within the Customer Service category, you will serve as a key liaison between our company and our clients, providing exceptional support and assistance. Your primary responsibility will be to address client inquiries, troubleshoot technical issues, and ensure timely resolution of all support requests. You will play a vital role in maintaining client satisfaction and fostering positive relationships by delivering high-quality service and support.
Essential Job Responsibilities:
Daily tasks and responsibilities include, but are not limited to the following:
Maintain a positive and professional demeanor in all client interactions, striving to exceed expectations and deliver an outstanding service experience that reinforces client loyalty and satisfaction.
Provide consistent quality experience in satisfying client demands.
Continuously monitor email. Respond accordingly, as per business processes and operational guidelines, in a timely manner.
Demonstrate strong attention to and focus on details and processes. Perform frequent quality checks during process.
Handle time-sensitive, confidential materials in accordance with privacy protection policies.
Establish operating procedures and quality standards.
Adapt to process changes as required by the client.
Document all client interactions, inquiries, and resolutions accurately and comprehensively in the appropriate systems or databases, ensuring thorough record-keeping and data accuracy.
Collaborate closely with internal technical teams to escalate complex issues and ensure timely resolution, advocating for clients and providing regular updates on the status of their cases.
Identify trends or recurring issues in client inquiries and work proactively to address root causes, contributing to ongoing improvements in product quality and customer satisfaction.
Provide feedback to internal teams based on client insights and experiences, advocating for enhancements or new features to meet client needs and expectations.
Other site national support and special projects as needed.
Participate in cross-training.
QUALIFICATIONS:
2+ years of customer service experience
High school diploma or equivalent (GED)
Computer experience (Microsoft Office and/or Google Workspace. i.e. Word, Excel, E-mail, etc.)
Excellent verbal and written communication skills
REQUIREMENTS
Strong organizational skills, attention to details
Ability to work with minimal supervision
Ability to run a variety of tasks while fostering teamwork
Ability to learn various programs and applications
Ability to lift up to 55 lbs.
Ability to consistently adhere to business procedure guidelines and policies, and company safety standards
Accountability to meet the employer's attendance policy
Ability to take and follow directions
Professional presence
"The pay range for this position starts at $19/hr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. Bonus opportunities may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered.”
EEO Statement
Exela is committed to creating a diverse environment and is proud to be an equality opportunity employer. Qualified applicants will considered for employment without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, gender/sex, marital status, sexual orientation, gender identity, gender expression, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.
XBP Global recruiters or representatives will only contact you from emails ending with @xbpamericas, @xbpasia, @exelaonline.com, @exelatech.com, @lexicode.com, @rustconsulting.com ****************. We would never ask you for payment or ask you to deposit a cheque into your personal bank account during the recruitment process.
$19 hourly 1d ago
Helping Hand for Elderly - Help & support in ADLs
Guardian Angel Senior Services 3.7
Technical support representative job in Framingham, MA
Are you looking to make a difference in someone's life, no prior experience required - we provide FREE training! GUARDIAN ANGEL SENIOR SERVICES is looking for a compassionate individual to join our team to assist our seniors/elderly population with daily activities & companionship. Full paid training will be provided for the individuals who are not certified or has no experience
📅 How to Apply: Submit your resume now
📞 Call us: ************
📍 Visit us: 33 Boston Post Road W, Suite 310, Marlborough, MA-01752.
🌐 Apply online: *******************************************************************
JOB RESPONSIBILITIES:
Light Housekeeping which includes Vacuuming, emptying trash, changing bed linens. Laundry
Reminding & assisting the clients with pre-dosed medications.
Prepare meals by taking care of all precautions & dietary restriction
Grocery shopping and running errands as per requirements. (Not applicable for non-Drivers)
Transportation when need or assigned. Accompany clients to appointments or any socially engaged activities as a part of companionship duties. (Not applicable for non-Drivers)
Helping with personal hygiene care like dressing/undressing; showering, feeding etc. (will be trained if non-certified)
👤 Requirements:
High school diploma preferred.
Benefits: 🆓 Free caregiver training & certification
💼 What We Offer:
Flexible schedule
Sign-On Bonuses
Mileage Pay for Drivers
401K
Referral Bonus
Health Benefits
GUARDIAN ANGEL SENIOR SERVICES
was created with a vison & mission so that they could make a difference in the lives of seniors maintaining their dignity by hiring individuals who have the heart of a caregiver, a passion for this field, and a commitment to the clients
Guardian Angel Senior Services is an Equal Opportunity Employer. We do not discriminate against race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, or genetic information.
$41k-64k yearly est. Auto-Apply 40d ago
Senior IT Support Technician
Whoop 4.0
Technical support representative job in Boston, MA
At WHOOP, we're on a mission to unlock human performance and healthspan. WHOOP empowers members to perform at a higher level through a deeper understanding of their bodies and daily lives. WHOOP is seeking a Senior IT SupportTechnician to play a critical role in creating a world-class employee experience. We believe that in order to build the world's best product, our IT team must relentlessly enable employees to do their best work without friction. While much of this role will focus on solving employee problems, we're looking for someone who believes great IT is about preventing problems, not just reacting to them.
You'll provide high-impact support across a broad portfolio of hardware and software tools, collaborate with engineering teams to solve root causes, and help drive the success of high-profile meetings and events. If you're highly technical, people-oriented, proactive, and can't stand seeing the same problem twice, this role might be for you.RESPONSIBILITIES:
Deliver expert-level support to employees across a wide range of hardware and software systems, making those employees want to work with you every time they have an issue
Serve as a trusted advisor to employees and advocate for them, ensuring they are equipped with the right tools and processes to do their best work unencumbered
Proactively identify and address trends in support issues, collaborating with IT leadership and engineering to reduce friction and incident rate
Support and configure IT infrastructure including our network, security stack, identity & access management, and device management systems
Lead small projects and contribute to large ones
Partner with cross-functional teams to support employee onboarding/offboarding and ensure seamless tech experiences across the employee lifecycle
Maintain documentation for internal IT processes, tools, and troubleshooting steps, and contribute to knowledge-sharing across the team
Provide top tier service to VIPs and executives
Host and manage high profile internal and external events, including occasional after hours work
QUALIFICATIONS:
2+ years of IT experience in a fast-paced, high-growth environment
Technical degree in Information Technology, Engineering, Computer Science, Cybersecurity, or a related field
Strong understanding of device management platforms (e.g., Jamf, Iru, Intune) and enterprise tools like Google Workspace, Okta, and Slack
Proven ability to communicate effectively and clearly to colleagues up and down the org chart
Comfortable supporting both hardware (laptops, peripherals, AV setups) and software (SaaS platforms, authentication, endpoint security)
Experience supporting and configuring network and infrastructure systems
Ability to work independently and prioritize multiple tasks, while contributing to a collaborative team culture
Evidence of self-initiated growth and development
Strong commitment to embracing and leveraging AI tools in day-to-day tasks, ensuring AI-assisted work aligns with the same high-quality standards as personal contributions
WHOOP is an Equal Opportunity Employer and participates in E-verify to determine employment eligibility. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
The WHOOP compensation philosophy is designed to attract, motivate, and retain exceptional talent by offering competitive base salaries, meaningful equity, and consistent pay practices that reflect our mission and core values.
At WHOOP, we view total compensation as the combination of base salary, equity, and benefits, with equity serving as a key differentiator that aligns our employees with the long-term success of the company and allows every member of our corporate team to own part of WHOOP and share in the company's long-term growth and success.
The U.S. base salary range for this full-time position is $70,000 - $120,000. Salary ranges are determined by role, level, and location. Within each range, individual pay is based on factors such as job-related skills, experience, performance, and relevant education or training.
In addition to the base salary, the successful candidate will also receive benefits and a generous equity package.
These ranges may be modified in the future to reflect evolving market conditions and organizational needs. While most offers will typically fall toward the starting point of the range, total compensation will depend on the candidate's specific qualifications, expertise, and alignment with the role's requirements.
Learn more about
WHOOP
.
$70k-120k yearly Auto-Apply 31d ago
Head of Customer Support
Linevision, Inc. 3.8
Technical support representative job in Boston, MA
We're seeking an experienced Head of Customer Support to build and lead a world-class, utility-grade support operation as we scale to enterprise-wide deployments. LineVision delivers grid intelligence to electric utilities around the world that depend on our technology to manage critical infrastructure, and exceptional support is a crucial component of delivering on our mission.
You'll be responsible for creating, leading and implementing a robust, 24/7 operation that delivers the reliability, security, and service standards our utility customers demand. This is a unique opportunity to define every aspect of a customer support organization: the model, the processes, the tools, the team, and the culture.
Reporting to: VP Client Success
Location: Boston, MA or Boulder, CO
What You'll Do
Build the Foundation
* Define and implement a comprehensive support model tailored to utility-grade reliability requirements (SLAs, escalation paths, communication protocols)
* Design and document standard operating procedures for incident response, ticket management, and customer communications
* Establish metrics and KPIs to measure support quality, response times, resolution rates, and customer satisfaction
* Partner with engineering and IT teams to build or customize support tools, ticketing systems, knowledge bases, and monitoring capabilities
* Create feedback loops between support and product/engineering to drive continuous improvement
* Work cross-functionally with IT, Security and Engineering to define alerts, escalation paths, and runbooks for security and availability incidents
* Become expert with LineVision's applications and support tooling (cloud infrastructure, monitoring systems, ticketing platforms, and knowledge management tools)
* Implement automation and self-service capabilities where appropriate without compromising service quality
Build and Lead the Team
* Determine optimal staffing models for 24/7 coverage, including shift structures, on-call rotations, and escalation tiers
* Recruit, hire, and onboard support staff as needed who understand mission-critical environments
* Develop comprehensive training programs covering technical product knowledge, utility industry context, support procedures and practices, and customer communication
* Create career development paths and mentorship programs to retain top talent
Deliver Operational Excellence
* Manage security incidents with utility customers, ensuring clear communication and rapid resolution
* Build strong relationships with key customer stakeholders and understand their unique operational needs
* Continuously refine processes based on incident retrospectives and customer feedback
* Ensure knowledge capture and documentation from every customer interaction
* Infuse a practice and mindset of continuous improvement into your team
Ongoing Responsibilities
* Build relationships with key customer technical stakeholders
* Coordinate with IT/Security during incidents impacting customers
* Drive continuous improvement through incident retrospectives
* Balance customer needs with product/engineering priorities
Who You Are
Required Experience
* 5+ years in customer support leadership roles, with at least 2 years managing teams supporting mission-critical or infrastructure software
* Proven track record building support operations from early stage to mature, scalable systems
* Experience with 24/7 support models, including on-call programs and incident management frameworks
* Strong technical aptitude with ability to understand complex technical products and translate between technical and non-technical audiences
Ideal Background
* Familiarity with utility operations, SCADA systems, grid management, or energy technology
* Understanding of high-availability systems, uptime requirements, and disaster recovery
* Familiarity with security incident management
* Experience with support tools and platforms (Jira Service Management, PagerDuty, etc.)
Key Competencies
* Builder mentality: You thrive in ambiguous environments and enjoy creating structure where none exists
* Customer empathy: You understand that for utility customers, our software impacts millions of end users and critical infrastructure
* Operational rigor: You're obsessive about processes, documentation, and continuous improvement
* Technical credibility: You can hold your own in conversations with both customers and engineering teams
* Leadership: You know how to hire, develop, and retain talented people in demanding support environments
What Success Looks Like
In 3 months, you will have:
* Defined core support processes, SLAs, and escalation procedures
* Implemented primary support tooling and knowledge management systems
* Defined key metrics and begun tracking performance
In 6 months, you will have:
* Built a fully operational 24/7 support system with proven reliability
* Created comprehensive documentation and training materials
* Established strong partnerships with engineering and product teams
In 12 months, you will have:
* Positioned our 24/7 support system to scale with growing customer demand without sacrificing quality
* Built a reputation with customers as a trusted partner in their operations
Why Join Us
* Impact: Your work directly supports critical infrastructure that powers communities
* Ownership: This is your operation to build-you'll have autonomy and leadership support
* Growth: Join at a stage where your contributions shape the company's trajectory
* Mission: Help accelerate the energy transition by ensuring utilities can rely on modern technology
Our Commitment
We're committed to building diverse, inclusive teams and providing equal employment opportunities regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
$41k-67k yearly est. 55d ago
Aviation Electronics, Electrical & Computer Systems Technician (Aviation Electrician's Mate / Aviation Electronics Technician) - Full Time
U.S. Navy 4.0
Technical support representative job in Providence, RI
About Aviation Electronics, Electrical, and Computer Systems Technicians (AV) work with some of the most advanced aircraft systems in the world. They repair and maintain electrical and electronic systems ranging from radar and communications to navigation and weapon systems. AV Sailors may also volunteer as Naval Aircrewmen, performing in-flight duties and operating radar and weapon systems.
Responsibilities
Depending on your rating (AE or AT), you may:
Troubleshoot and repair complex aircraft systems, including digital computers, fiber optics, infrared detection, radar, and laser electronics.
Maintain electrical power generation and distribution systems.
Test and calibrate aircraft instruments and automatic flight controls.
Perform micro-miniature module repair on circuit cards.
Install modifications to aircraft electronics systems.
Operate diagnostic equipment and read electrical diagrams.
Work Environment
AV technicians serve at sea and ashore worldwide. Work may be performed in hangars, onboard aircraft carriers, in labs, or outdoors on flight lines. Youll work closely with other technicians, often with minimal supervision, in both technical and operational settings.
Training & Advancement
Class A Technical School Pensacola, FL (1826 weeks) Covers aviation theory, electrical systems, electronics theory, and technical skills. After training, Sailors are assigned to AE or AT
ratings and may serve at naval air stations, squadrons, or aboard carriers. Advanced training is available for specific aircraft and systems.
Education Opportunities
Navy College Program & Tuition Assistance
Post-9/11 GI Bill
College credits via the American Council on Education
Industry-recognized certifications through Navy COOL
Department of Labor apprenticeships via USMAP
Qualifications & Requirements
U.S. citizen, eligible for security clearance
Normal color perception
Interest in aviation and working with aircraft
Strong aptitude in electronics, computers, and precision technical work
Manual dexterity, good memory, and physical fitness
Pay & Benefits
Competitive salary
Enlistment bonuses
Free health insurance & housing
Retirement plan
Paid training
Required qualifications:
18 years or older
Legally authorized to work in the United States
RequiredPreferredJob Industries
Government & Military
$70k-98k yearly est. 29d ago
Tech Support
Berklee College of Music 4.3
Technical support representative job in Boston, MA
In order to participate in Berklee Student Employment, a student must fulfill the following requirements:
Current student at Berklee College of Music or Boston Conservatory at Berklee.
Enrolled at least half-time in a degree, diploma, or certificate-seeking undergraduate or graduate program. Summer is the only semester in which a student can maintain employment without being enrolled. In this case, the student must be pre-registered for the upcoming fall semester. This exception does not apply to fall or spring semesters.
Have a valid United States Social Security Number (SSN).
Remain in “valid” Visa status as applicable.
A minimum 2.0 cumulative GPA. Students in their first semester can work, even though they do not have an official GPA until the completion of their first semester.
Federal Work Study student may apply.
In good disciplinary standing.
Must be located in the U.S.
For complete program details, please go to our website: *************************** Audio/Visual equipment support for learning and rehearsal spaces on campus.
Review of applications will begin in January 2026.Essential Duties and Responsibilities:
Provides on-call classroom support related to musical equipment for faculty and students, in a polite and professional manner
Responsible for inventory, testing, and relocation of equipment
Required Skills and Knowledge:
This position requires basic knowledge of audio system (PA) operation, setup, installations, maintenance, and troubleshooting
Must be able to lift up to 45 pounds
Professional and attentive communication skills
Preferred Skills and Knowledge:
Experience with instrument amplification and audio visual cabling is preferred
Studio/Live Sound experience is a plus
General knowledge of Apple computer systems and applications
MP&E or EPD majors are encouraged to apply
Expected Hours Per Week: 10-20
Expected Dates and Times of Shifts: Monday-Friday, anywhere between 9am-6pm
Hourly Rate: $16.97
Hiring Manager: Patrick Fahey
$17 hourly Auto-Apply 37d ago
Technology Support Technician
Norwell Public Schools 3.5
Technical support representative job in Norwell, MA
Technology SupportTechnician JobID: 507
Technology/Computer Technician
Date Available:
01/26/2026
Description:
is $50,000 - $55,000 annually.
$50k-55k yearly 39d ago
IT Internship
Dileonardo International 3.9
Technical support representative job in Warwick, RI
Who are we:
DiLeonardo, a world leader in hospitality design, headquartered in Warwick, RI, USA is a global firm with a diverse and collaborative work environment. Our team fosters excellence, professional development, curiosity and award-winning design around the world. We are looking for team members that share our love of travel, hospitality and, like us, does not fit neatly into one job description. DiLeonardo values people that are collaborative, optimistic, who take ownership, talk less do more, learn from failure and have a desire to make others successful.
About the Position:
We are looking for candidates who are eager to learn and contribute to a global IT team focused on providing support and solutions. As part of a Global IT Team, you will be
Assisting in Maintaining Hardware Equipment
Collecting and Analyzing Network Data & Security Status.
Contribute ideas and finding new ways to innovate using New Technologies.
Test IT product and solution.
Also, you will be supporting end users in our fast-paced Design Studio, supporting applications such as Autodesk Revit , AutoCAD , Adobe InDesign , Bluebeam and many other applications.
Minimal Qualifications:
Currently enrolled in undergraduate school with an upcoming completion of an associates / bachelor's degree in Information Technology related studies.
Ability to communicate effectively both orally and in writing
Strong interpersonal, teamwork, and leadership skills
Ability to multi-task multiple tickets and issues.
Good analytical, conceptual and problem-solving skills to evaluate business problems and apply knowledge to identify appropriate solutions
Competent with Microsoft Products including Office, Outlook and Microsoft Teams.
Create and maintain Windows Operating Systems.
Once you are here:
Learn to Collaborate with the IT team in maintenance of Hardware, software and other systems.
Configure, assemble, and install workstation and/or peripheral equipment.
Learn to Understand and Navigate Microsoft Server Active Directory and Microsoft 365.
Experience the fundamentals of Network Configuration & Security Controls.
Help maintain inventory of IT Assets and Supplies.
Interested:
If you are excited about great design and our diverse team, we would love to see your cover letter and resume.
$28k-35k yearly est. 10d ago
IT Operations Technician
Lasell University 4.1
Technical support representative job in Newton, MA
JOB DESCRIPTION Job Title: IT Operations Technician Division: Administration and Finance Department: Information Technology Reports to: IT Operations Manager Employment Status: 40 hours per week JOB SUMMARY: The IT Operations Technician is primarily responsible for effective support, preventative maintenance, and consultation for the following areas: faculty and staff desktop technology for technology issues and requests including desktop computers, laptops, mobile devices, printers, copiers, software (including installs), helpdesk call and ticket monitoring, student worker coordination, basic network troubleshooting, digital and analog audiovisual/multimedia systems and services; event and meeting space technology; event planning, coordination, and support; conferencing and collaboration services (e.g. video, web, and teleconferencing); videography and streaming services; lecture and content capture services and many other devices. This position is 100% based on-campus in Newton, MA PRINCIPAL DUTIES AND RESPONSIBILITIES: The statements below are intended to describe the principal duties of the person or persons assigned to this job. They are not intended to be an exhaustive list of all job duties and responsibilities. Lasell University has the right to add or change job responsibilities at any time. Answer phone/email/ticketing requests for support and log all support requests in the ticketing system Computer setup for new hires, moves, and changes (file migration, user preferences, etc.) Deploy and maintain network printers Provide "fixes" and modifications of installed software Assist Infrastructure technicians by providing basic networking troubleshooting and assistance in hardware repair/replacement Troubleshooting and maintain classroom and multimedia technologies and AV equipment Provide AV setup and support for events and meetings Maintain public and lab computing spaces Collaborate on the creation and testing of computer/OS images for faculty and staff computers Utilize Intune to display software packages and updates Create and maintain knowledge base articles Responsible for asset management and physical & digital security of desktop and mobile technology Maintain Physical Security of computers Provide guidance and support to IT student workers Diagnose & replace computer components Other duties as assigned
MINIMUM KNOWLEDGE AND SKILLS REQUIRED BY THE JOB:
Education level: Bachelor's degree in Information Technology field or 2 years relevant work experience.
Technology skills:
* Comprehensive understanding of PC and Mac hardware and experience performing substantial repairs on desktop computers and laptops
* Intermediate (2+ years) PC/Mac/Printer Hardware configurations and troubleshooting
* Experience installing and troubleshooting software and hardware
* Knowledge of desktop security/networking and standards and working knowledge of local area networks (wired/wireless)
* Experience delivering tier 2-3 desktop support to end users in a mixed Windows and Mac environment
* Experience with troubleshooting Extron AV systems
* Experience with wired/wireless microphone systems, audio amplification and PA systems
* Experience using TeamDynamix or similar ITSM tool
* Experience with LDAP, Active Directory and group policies, data recovery tools, DHCP, and DNS
* Experience with Intune
* Familiarity with Microsoft Office applications
Other Skills/Requirements of the Job:
* 2+ years related experience
* Strong technical troubleshooting and resolution skills with demonstrated ability to learn new skills quickly and strong research and analytical skills for more complex issues/problems
* Must be able to work independently on complex work with minimal direction as well as collaboratively within a team setting as either participant or leader
* Strong communication, collaboration, organizational and time management skills including the ability to multi-task, prioritize, and independently manage a changing workload in a wide variety of settings and situations
* Proven ability to perform well under stress when confronted with emergency, critical or unusual customer situations | ability to maintain a strong sense of urgency | appropriate use of judgment as to when to escalate difficult situations or seek guidance
* Ability to follow up on assignments from IT Operations Manager and complete tasks in a timely manner
* Attentive to detail and documents work as well as communication with clients through ticket tracking system (TeamDynamix)
* Demonstrated ability to deliver professional customer service
* Ability to work occasionally adjusted work hours during peak academic periods and special events
CERTIFICATION, REGISTRATION OR LICENSURE REQUIRED BY THE JOB:
* Desktop support related certifications such as: MSCE, A+, Network +, CCNA, ACMT a plus
PHYSICAL AND VISUAL REQUIREMENTS OF THE JOB:
* (Pick the one from each category that best suits this position):
Physical Effort:
___Average physical effort with some handling of light weights such as
supplies or materials on an infrequent basis. (10 - 15 lbs.)
___ Occasionally an above average amount of physical effort including
consistent standing, lifting and carrying light to moderately heavy
materials or equipment.
__x_ High level of physical effort such as pushing, pulling, bending, lifting
and carrying heavy objects. (Over 50 lbs.)
Visual:
___ Average visual effort with infrequent exposure to visually demanding
work.
__x_ Above average visual effort with frequent exposure to visually
demanding work involving detailed work.
___ High level of visual effort with continuous exposure to highly detailed
work requiring substantial concentration.
What is the extent of exposure to unpleasant work conditions required in carrying out job duties? Check Only One from each category.
__x_ Work performed in an environment with correctable conditions such
as lighting and room temperature.
___ Work performed in an environment requiring occasional exposure to
weather extremes, fumes , odors and/or noise.
___ Work performed in an environment requiring constant exposure to
weather extremes, fumes, odors and/or loud noise
Hazards:
__x_ Normally, no exposure to job hazards; probability of injury is remote.
___ Occasional exposure to job hazards, resulting in some injury, lost time,
or threatening to one's personal health.
___ Frequent exposure to job hazards, resulting in injury, lost time, total
disability or death.
$54k-63k yearly est. 49d ago
Manufacturing Technical Operations Specialist
JMD Technologies Inc.
Technical support representative job in Boston, MA
Title: Senior Manufacturing Technical Operations Specialist
Employment Type: Contract (12 months + possible extension or conversion)
Status: Accepting Candidates (Multiple Openings)
About the Role:
We are hiring Senior Manufacturing Technical Operations professionals to support real-time manufacturing operations at a large, commercial biopharmaceutical facility. This is a highly hands-on, floor-based role focused on issue triage, investigations, and cross-functional collaboration in a fast-paced GMP manufacturing environment.
Key Responsibilities:
Triage manufacturing issues in real time on the manufacturing floor
Lead and author investigations for quality events across cell manufacturing, QC, material operations, and facilities
Apply structured root cause analysis tools to identify issues and drive resolution
Collaborate with subject matter experts to determine immediate actions, containment strategies, and impact assessments
Partner with cross-functional teams to identify root cause and propose corrective and preventive actions (CAPAs)
Support strong quality documentation practices in a GMP-regulated environment
Qualifications:
6+ years of progressive experience in pharmaceutical development or manufacturing
4+ years of hands-on analytical investigations and Quality Control experience
Strong background in analytical investigations and quality documentation
Experience supporting QC / analytical operations in GMP manufacturing
Exposure to facility or calibration investigations is a plus (not required)
Strong scientific mindset with the ability to interpret data, apply root cause analysis, and think systematically
Compensation (MA Pay Transparency):
Estimated hourly range: $50-$58/hr (W-2)
Final rate within this range will be based on experience, skill set, shift alignment, and interview results
$50-58 hourly 4d ago
Aviation Electronics, Electrical & Computer Systems Technician (AviationElectrician's Mate / Aviation Electronics Technician) - Full Time
Us Navy 4.0
Technical support representative job in Boston, MA
About Aviation Electronics, Electrical, and Computer Systems Technicians (AV) work with some of the most advanced aircraft systems in the world. They repair and maintain electrical and electronic systems ranging from radar and communications to navigation and weapon systems. AV Sailors may also volunteer as Naval Aircrewmen, performing in-flight duties and operating radar and weapon systems.
Responsibilities
Depending on your rating (AE or AT), you may:
Troubleshoot and repair complex aircraft systems, including digital computers, fiber optics, infrared detection, radar, and laser electronics.
Maintain electrical power generation and distribution systems.
Test and calibrate aircraft instruments and automatic flight controls.
Perform micro-miniature module repair on circuit cards.
Install modifications to aircraft electronics systems.
Operate diagnostic equipment and read electrical diagrams.
Work Environment
AV technicians serve at sea and ashore worldwide. Work may be performed in hangars, onboard aircraft carriers, in labs, or outdoors on flight lines. You'll work closely with other technicians, often with minimal supervision, in both technical and operational settings.
Training & Advancement
Class "A" Technical School - Pensacola, FL (18-26 weeks) Covers aviation theory, electrical systems, electronics theory, and technical skills. After training, Sailors are assigned to AE or AT ratings and may serve at naval air stations, squadrons, or aboard carriers. Advanced training is available for specific aircraft and systems.
Education Opportunities
Navy College Program & Tuition Assistance
Post-9/11 GI Bill
College credits via the American Council on Education
Industry-recognized certifications through Navy COOL
Department of Labor apprenticeships via USMAP
Qualifications & Requirements
U.S. citizen, eligible for security clearance
Normal color perception
Interest in aviation and working with aircraft
Strong aptitude in electronics, computers, and precision technical work
Manual dexterity, good memory, and physical fitness
Pay & Benefits
Competitive salary
Enlistment bonuses
Free health insurance & housing
Retirement plan
Paid training
$60k-83k yearly est. 7d ago
IT Internship
Dileonardo International 3.9
Technical support representative job in Warwick, RI
Who are we:
DiLeonardo, a world leader in hospitality design, headquartered in Warwick, RI, USA is a global firm with a diverse and collaborative work environment. Our teamfostersexcellence, professional development,curiosityandaward-winningdesign around the world.We are looking for team members that share our love oftravel,hospitalityand,like us,doesnot fit neatly into one job description.DiLeonardovalues people that are collaborative, optimistic, who take ownership, talk less do more, learn from failure and have a desire to make others successful.
About the Position:
We are looking for candidates who are eager to learn and contribute to a global IT team focused onprovidingsupport and solutions. As part of a Global IT Team, you will be
Assistingin Maintaining Hardware Equipment
Collecting and Analyzing Network Data & Security Status.
Contribute ideas andfindingnewwaysto innovate using New Technologies.
Test IT product and solution.
Also, you will be supporting end users in ourfast-paced Design Studio, supporting applications such as Autodesk Revit, AutoCAD, Adobe InDesign, Bluebeam and many other applications.
Minimal Qualifications:
Currently enrolled in undergraduate school with an upcoming completion ofan associates / bachelors degree in Information Technology related studies.
Ability to communicate effectively both orally and in writing
Strong interpersonal, teamwork, and leadership skills
Ability to multi-task multiple tickets and issues.
Good analytical,conceptualand problem-solving skills to evaluate business problems and apply knowledge to identifyappropriate solutions
Competent with Microsoft Products including Office,Outlookand Microsoft Teams.
Create andmaintain Windows Operating Systems.
Once you are here:
Learn to Collaborate with the IT team in maintenance of Hardware,softwareand othersystems.
Configure, assemble, and install workstation and/orperipheralequipment.
Learn to Understand and Navigate Microsoft Server Active Directory and Microsoft 365.
Experience thefundamentalsof Network Configuration & Security Controls.
Helpmaintaininventory of IT Assets and Supplies.
Interested:
If you are excited about great design and our diverse team, we would love to see your cover letter and resume.
$28k-35k yearly est. 9d ago
Learn more about technical support representative jobs
How much does a technical support representative earn in Fall River, MA?
The average technical support representative in Fall River, MA earns between $28,000 and $60,000 annually. This compares to the national average technical support representative range of $27,000 to $44,000.
Average technical support representative salary in Fall River, MA