Customer Support Specialist

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.

• 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.

• 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.

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

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

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, Los Angeles County Fair Chance Ordinance, and San Francisco Fair Chance Ordinance.