Customer Support Specialist

Elucent Medical•Eden Prairie, MN

15d•Onsite

About The Position

Elucent Medical is a medical device company focused on developing surgical navigation technologies, particularly for cancer surgery, to improve patient outcomes through precision and efficacy. The company's solutions are designed to transform traditional surgical instruments into "smart" tools, enhancing surgical precision and patient outcomes. The Customer Support Specialist plays a vital role in supporting customers and internal teams by monitoring active clinical cases and providing timely guidance of both clinical and technical assistance. This position is responsible for documenting all customer interactions, feedback, and complaints while demonstrating in-depth product knowledge, disease state knowledge, and strong technical troubleshooting skills. In addition to providing exceptional service, the specialist will collaborate closely with sales and field teams to perform remote service tasks, including software updates and account support activities. This role is designed to strengthen commercial readiness by supporting clinical sales initiatives, developing clinical and technical expertise, and building the customer-facing skills. Strong communication, self-initiative, and teamwork are key to success in this position. This is an exciting opportunity not only to join a successful and high-functioning team with a rapidly growing customer base, but also a starting point to enter into the med device space. Our Customer Support Specialists are a cornerstone within the organization.

Requirements

Customer Service experience required
Bachelor’s degree (BA) highly preferred
High level of troubleshooting experience preferred
Medical Device/Industry experience preferred
Startup, small business experience preferred
Positive, constructive communication skills
Ability to navigate CRM databases
Comfort and speed in familiarizing oneself with new technologies and processes
Ability to remain calm and professional in intense situations
Strong commitment to satisfying customer needs
Self-starter with experience in developing or improving processes

Responsibilities

Identify and respond attentively and effectively to customer needs.
Monitor and support active customer cases, being a first responder for all questions and communications to resolve technical, clinical, and general questions.
Document all customer interactions, feedback, and complaints, ensuring compliance with internal quality processes and industry standards.
Assist and support growth and expansion of customer base in a fast-scaling industry.
Contribute to commercial readiness by developing product knowledge, clinical understanding, and customer-facing communication skills.
Collaborate with field sales team to ensure a coordinating and informed customer experience through the transfer of key customer insights, history, and case details.
Maintain integrity of internal systems (including, but not limited to Salesforce, Slack, ERP system).
Conduct system software updates.
Additional responsibilities, as requested by leadership