Job Title

Service Technician - Phone Support

Job Description

About us

OCULUS Inc is a small family-owned business based in Arlington, WA.
We are one of the well-known market leaders for the distribution of ophthalmic equipment to Ophthalmologists, Optometrists and Opticians in the US with our headquarters location in Germany.

Job Overview

After an initial training period, a Service Technician Representative will provide on the phone technical and network problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, uninstalling/reinstalling basic software applications, verifying proper hardware and software set up, or power cycling equipment. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner. Representatives will also be responsible to perform first level inspections and repairs on the devices.

Responsibilities and Duties:

Phone support
Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
Deliver service and support to end-users using support software, via remote connection or over the Internet when available
Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
Diagnose and resolve technical hardware and software issues
Follow standard processes and procedures
Redirect elevated problems to appropriate resource
Accurately process and record call transactions using a computer and designated tracking software
Follow up and make scheduled call backs to customers where necessary
Stay current with system information, changes and updates
Assist with minor equipment repairs
Assist with shipping and receiving


Associate Degree or other relevant educational background
2 years of relevant field experience
Strong Customer Service Orientation
Proper phone etiquette
Problem solving skills
Ability to speak and write clearly and accurately
Tech savvy
Basic IT and Software Skills
Some basic networking skills preferred
Mechanical skills; Soldering experience preferred
Effective listening skills
Willingness to co-operate with others and work as a team
Multi-tasking capabilities
Physical demands and work environment

Ability to work in a warehouse type environment and perform activities standing or sitting over a length of time, taking equipment apart, testing equipment in confined dark rooms, lifting and moving objects up to 50 lbs. and operating repair tools that require good vision and a steady hand (i.e. soldering device, etc.). Ability to operate a fork lift.

Scope and changes

The job description is not intended to cover every single requirement of the job and that the company reserves the right to change job duties at any time.


Start: Immediate Hire

This is an entry level position.

Job hours: 8.30 am to 5.00 pm Monday – Friday



To be considered for this position, please complete the pre-hire assessment and upload your resume to complete your application.

To start the assessment please copy this link into your browser:



Job Type: Full-time

Work Location:
One location – Arlington, Washington

Health insurance
Dental insurance
Vision insurance
Retirement plan
Paid time off

This Company Describes Its Culture as:
Detail-oriented — quality and precision-focused

Contact Name

Jessica Anderson

Contact Email

Contact Phone

(425) 670-9977