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 to provide product, operational and data analytical support to external and internal customers.
This role will be responsible for providing customer technical support for BrainScope’s medical device products and associated web-based tools. This role will also be responsible for supporting standard internal customer operation functions with an emphasis on serving as the primary frontline support for the company’s internal CRM system and associated web-based tools. Common activities will include routine analysis of customer data and activity, execution of standard customer operations processes, addressing customer feedback and requests from the field-based business development and customer success teams, performing general CRM system maintenance and audits, and working cross-functionally with other departments, including Engineering and Quality Assurance, to report and investigate product feedback. This role will also be responsible for delivering internal trainings on the CRM system and external customer trainings on the use of the medical device products and associated customer facing web-based tools 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
Maintains a customer focus, a commitment to excellence, and adherence to compliance policy and medical device regulation in all work decisions to uphold BrainScope’s ‘Culture of Quality.’
We offer a competitive salary, strong benefits and stock options to complete the package.
Deliver high quality, prompt service and support to both external and internal customers using BrainScope’s Medical Device products and web-based tools and services, including CRM.
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.
Support the maintenance of the CRM system and other BrainScope web-based tools by working closely with commercial team members to perform routine CRM data updates, provide timely issue troubleshooting, and deliver user updates and training.
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 trainings.
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 ad hoc 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.
Bachelor’s Degree (minimum) in engineering or other science related discipline
1-2 years of strong professional experience with direct customer support, CRM and/or CMS administration, research, data management 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, data analysis, and use of database 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 process management software is a plus (e.g. ERP, MRP, QMS, etc.)
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 email@example.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