Customer Support Specialist
LENSAR•Orlando, FL
•Hybrid
About The Position
The Customer Support Specialist is responsible for providing support and communication for internal and external customers. Key responsibilities will include call handling and escalation, order processing, scheduling, call tracking, and part return processing. After full and successful training has been completed for the role (approx. 9 - 12 months), additional opportunity may become available for a hybrid schedule between in-office and remote working days.
Requirements
- High School Diploma or equivalent.
- Ability to organize and prioritize multiple tasks with minimal supervision.
- Excellent interpersonal and communication skills (written & verbal).
- Strong customer focus with a sense of urgency to customer needs.
- Outstanding judgment and the ability to interact in a stressful and challenging environment.
- Proficient in MS office.
Nice To Haves
- Previous experience in a medical device customer support role.
- Prior data entry and customer service experience, preferably in an inventory and order fulfillment environment.
Responsibilities
- Work as a part of a multi-disciplinary team, ensuring all customer and field personnel calls and service complaints are processed accurately and promptly to the satisfaction of the customer.
- Process customer and field personnel parts orders and returns ensuring on time delivery and proactive tracking of priority shipments.
- Work as part of a multi-disciplinary team to coordinate system repairs and field upgrades while providing continuous updates to impacted parties.
- Liaise with the clinical team and sales force on a regular basis regarding orders, changes to customer accounts, and general information from customers.
- Ensure customer web portal user accounts are current and accurately maintained.
- Create, maintain / modify and delete accounts as requested by authorized users.
- Place consumable and certificate orders for customer orders received via phone or email for entry into the LENSAR Web Portal as requested.
Benefits
- Annual bonus opportunity
- Company matched 401(k) plan with eligibility day one and immediate vesting
- Employee Stock Purchase Plan (ESPP) and other company equity programs
- Employer-sponsored comprehensive health plans- medical/dental/vision
- Employer-paid disability insurance
- Voluntary life insurance
- Generous company holiday schedule
- Paid time off program
- Company-wide paid shutdown during the holidays
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
