Customer Care Support Analyst

About the Opportunity

We are currently seeking a Customer Care Support Analyst. This role is part of the Customer Operations team working to provide an exceptional customer experience to all BrainScope Customers. This role will work provide product, operational and data analytical support to external and internal customers.

Job Summary

This role will be responsible for providing both customer technical support and internal customer care operational functions with an emphasis on performing routine data analysis to support both the customer and internal customer operations processing and analyzing of customer’s data.  This role will also be responsible to perform customer training when requested.  

  • Reports to Director, Customer Care

  • Is a full-time position based in our corporate office, located in Bethesda, MD

  • Requires travel, 10-25% of the time, at times

  • We offer a competitive salary, strong benefits and stock options to complete the package

Key Responsibilities

  • Deliver high quality, prompt service and support to both external and internal customers using BrainScope products and services

  • Take ownership of customers issues and follow problems through to resolution.  Work closely with QA department to conduct customer complaint and/or CAPA investigations, when needed

  • Ensure proper recording and closure of all inquiries and complaints

  • Work closely with commercial team members to perform routine CRM data administration, update and maintenance functions to ensure all data is accurate in the system

  • Coordination of new client documentation and internal configuration

  • Process new and existing customer’s orders and other required documentation. Coordinate and communicate order status to customers

  • Work to support the commercial team to prepare and send materials for sales demos and customer training

  • Assist in the delivery of on-site customer trainings to ensure efficient and effective implementation/use of BrainScope products

  • Perform, as needed, on-site customer support needs and completion of all associated documentation

  • Assist with the development and implementation customer care procedures and processes

  • Perform routine and special market research/data analysis projects and report to senior management and commercial operations team members

  • Assist Clinical algorithm team in customer registry record approvals and data analysis

  • Manage and deliver on monthly reporting requirements and adhoc data analysis and reporting requests for Customer Operations

  • Provide on-call and after hours support

  • Build strong relationships with both clients and the in-house team

  • Generally provided administrative support for the sales, marketing and support teams

Qualifications

  • Bachelor’s Degree (minimum) in engineering or other science related discipline

  • 1-2 years of strong professional experience with direct previous customer support, CRM administration, research, data mining and analysis

  • Operate effectively in a multi-disciplinary, team-oriented culture that emphasizes professional development

  • Outstanding organizational skills, attention to detail, planning and prioritizing, efficient time management, concern for quality, common sense and flexibility

  • Strong command and experience with Microsoft Office Suite

  • Experience with data mining, analysis and experience with data base tools

  • Experience in marketing data analytics and tools

  • Demonstration of effective communications both written and oral

  • Self-motivated, good organization skills, detail-oriented, ability to prioritize, multi-task and meet deadlines

  • Comfortable working in a fast-paced environment

  • Experience with other business and ERP systems a plus

  • Having this experience in a life sciences firm is ideal

 
 

Qualified applicants are encouraged to send their resume and a cover letter including availability to recruiting@brainscope.com. 


 

The Office of Federal Contract Compliance Programs (OFCCP) has released a Voluntary Self-Identification Form CC-305. All federal contractors are required to use this form in inviting all applicants and employees to provide information regarding their disability status. Completing this form is voluntary and any answer you give will be kept private and will not be used against you in any way. If you choose to complete the form, please attach it with your job application. The form can be found at https://www.dol.gov/ofccp/regs/compliance/sec503/Self_ID_Forms/VoluntarySelf-ID_CC-305_ENG_JRF_QA_508c.pdf