Customer Experience Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as a proactive point of contact via phone, tickets, email, virtual meetings, and various support channels.

• Provide assistance in a fast-paced customer support environment.

• Take ownership of customer issues from the first contact until resolution.

• Troubleshoot issues related to Beacon software, medical devices, user accounts, workflows, and customer computing environments.

• Resolve challenges in Windows environments, including Device Manager, drivers, device recognition, connectivity, and browser performance.

• Collaborate with customer IT teams to address technical obstacles.

• Replicate software issues, collect logs and technical information, identify variables, and document steps for reproduction.

• Utilize technical tools, SQL, data, logs, and system information to diagnose problems.

• Escalate issues to Tier 2, Product, Engineering, Systems Integration, or specialized teams when necessary.

• Provide reproduction steps, technical evidence, customer context, previous troubleshooting efforts, and operational impact for escalated matters.

• Manage account access, user provisioning, device support, ordering workflows, and routine customer inquiries.

• Acquire a solid understanding of Beacon products, devices, technical environment, and customer workflows.

• Simplify technical concepts for non-technical users and convey customer workflows to technical teams.

• Recognize clinical or operational workflow impacts and communicate them internally.

• Identify recurring issues and challenges, and assist in developing scalable solutions.

• Maintain documentation within CRM, ticketing, quality, and operational systems.

• Contribute to knowledge resources, troubleshooting guides, customer-facing documentation, and scalable support processes.

• Engage in onboarding, training, demonstrations, account follow-ups, and customer lifecycle activities.

• Provide customer and workflow feedback to Product and Engineering teams.

• Collaborate with teams across Customer Experience, Clinical, Sales, Systems Integration, Product, Engineering, Quality, and Operations.

• Achieve or surpass individual and team objectives while supporting growth as Beacon expands.

⛳️ Requirements

• Minimum of 3 years of professional experience, including at least 2 years in direct technical support for external customers, healthcare users, or end users.

• Experience in customer-facing technical support via phone, video, screen sharing, or other real-time support channels.

• Proficient in technical troubleshooting related to software, hardware, connected devices, Windows environments, or customer computing setups.

• Familiarity with SQL, including the ability to construct and execute queries.

• Experience in investigating technical issues beyond scripted troubleshooting, analyzing logs or system information, replicating problems, and documenting results.

• Background in a high-volume support environment.

• Exceptional communication skills when interacting with customers.

• Strong written communication and documentation abilities.

• Capable of translating technical information for non-technical audiences and customer workflow needs for technical teams.

• Comfortable navigating multiple software systems, communication channels, and competing priorities.

• Ability to work independently in a remote setting while collaborating with technical, clinical, and operational teams.

• Availability to consistently work the designated coverage schedule for Central or Pacific Time.

• Willingness to travel up to approximately 20% of the time.

• Preferred: RPSGT, CPSGT, RRT, CRT, EEG/neurodiagnostic credential, nursing credential, relevant allied-health credential, or completion of an allied-health educational program.

• Preferred: Associate's degree (AA/AS) or higher in a relevant field.

• Preferred: Bachelor's degree (BA/BS) in a relevant field.

• Preferred experience in sleep medicine, sleep technology, neurodiagnostics, respiratory care, clinical diagnostics, healthcare support, medical devices, Windows Device Manager, device drivers, browser troubleshooting, logs, CRM/ticketing platforms, SaaS/cloud applications, QMS, EHR/EMR systems, healthcare integrations, APIs, or networking concepts.

🏝️ Benefits

• Equity

• PTO

• Additional benefits

• Fully remote work options

• Asynchronous work practices

• In-person office hubs located in Boston and New York

• Travel opportunities for customer visits, conferences, training, and departmental or company meetings