Customer Support Specialist

Position Summary

The Customer Support Specialist serves as a primary point of contact for customers, patients, healthcare providers, and internal stakeholders. This role is responsible for delivering exceptional customer support, resolving inquiries and concerns, assisting with product and service-related issues, processing requests, and ensuring a positive customer experience. The position requires strong communication, problem-solving, and organizational skills in a regulated healthcare environment.

Key Responsibilities

• Respond to customer inquiries via phone, email, chat, and support ticket systems.
• Provide timely and accurate information regarding products, services, orders, and company policies.
• Troubleshoot customer issues and coordinate resolution with appropriate internal teams.
• Process orders, returns, replacements, and service requests according to company procedures.
• Document customer interactions and maintain accurate records in CRM and related systems.
• Escalate complex concerns to technical support, quality, regulatory, or management teams as needed.
• Educate customers on product usage, service offerings, and company resources.
• Follow up on open cases to ensure timely resolution and customer satisfaction.
• Support complaint handling processes in compliance with company and regulatory requirements.
• Identify trends in customer feedback and recommend process improvements.
• Maintain a thorough understanding of company products, services, and healthcare industry standards.

Qualifications

Required

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• 2+ years of customer service experience.
• Strong verbal and written communication skills.
• Excellent problem-solving and conflict-resolution abilities.
• Proficiency with Microsoft Office and customer relationship management (CRM) systems.
• Ability to multitask and prioritize work in a fast-paced environment.

Preferred

• Experience in the medical device, healthcare, pharmaceutical, or biotechnology industry.
• Knowledge of healthcare regulations, including HIPAA.
• Experience supporting customers in a regulated environment

Additional Details

• Monday to Friday 8 am to 5 pm onsite
• Background check required