Customer Support Specialist
$65,000–$65,000 year
On-siteEden Prairie, Minnesota, United States
Job Summary
Monitor and support active customer cases as a first responder for technical, clinical, and general inquiries. Identify and respond effectively to customer needs while documenting all interactions, feedback, and complaints in compliance with internal quality processes. Collaborate with field sales teams to transfer key customer insights and ensure a coordinated experience. Conduct system software updates and maintain integrity of internal systems including Salesforce and ERP. Assist in customer base growth by developing product knowledge and clinical understanding. Support commercial readiness initiatives and build customer-facing skills. Occasional travel required; standard business hours Monday through Friday.
Required Qualifications
- Customer Service experience
- Ability to lift up to 40 pounds
- Ability to navigate CRM databases
- Ability to remain calm and professional in intense situations
- Strong commitment to satisfying customer needs
- Self-starter with experience in developing or improving processes
- Standard business hours, Monday through Friday (support hours 6:00am - 7:00pm CST)
- Occasional travel
Desired Qualifications
- Bachelor's degree (BA)
- High level of troubleshooting experience
- Medical Device/Industry experience
- Startup, small business experience
- Positive, constructive communication skills
- Comfort and speed in familiarizing oneself with new technologies and processes
- Strong communication skills
- Self-initiative
- Teamwork
- Demonstrating in-depth product knowledge
- Demonstrating disease state knowledge
- Strong technical troubleshooting skills
- Developing clinical and technical expertise
- Building customer-facing skills
- Developing product knowledge
- Developing clinical understanding
- Customer-facing communication skills
- Transfer of key customer insights, history, and case details
- Maintain integrity of internal systems (including, but not limited to Salesforce, Slack, ERP system)
- Conduct system software updates
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