• Respond to inbound calls and emails for products, training requests, general information, and moderate technical issues; create and manage cases to resolution. • Accurately enter and process customer orders; provide proactive updates and follow‑ups for order status and repair approvals. • Issue return authorizations (RAs) for repairs and credits in alignment with company policies. • Guide customers through phone and email troubleshooting of medical devices and software, including Windows applications, web‑based tools, drivers, permissions, wireless connectivity, server issues, and unit‑specific error codes. • Identify opportunities to promote additional value‑add products, services, or training that solve customer problems.