Customer Support Specialist

Customer Support Specialist

Department:

Sales

Reports to:

Customer Support Manager

Work Location:

In-Person

Pay Range:

$65,000.00

Position Type and Expected Hours of Work:

Full-Time, Monday-Friday, 40 hours/week

About Elucent Medical:

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.

Job Summary:

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.

Supervisory Responsibilities:

None.

Job Responsibilities:

Customers

• 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

Education and Experience:

• 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

• This position operates in a professional office setting
• Standard business hours, Monday through Friday (support hours 6:00am - 7:00pm CST)
• Ability to lift up to 40 pounds
• Occasional travel required

At Elucent Medical, we prioritize our employees' well-being by providing comprehensive benefits including comprehensive health insurance, a generous retirement savings plan with company matching, flexible work arrangements, generous paid time off, and ongoing professional development opportunities, ensuring a fulfilling and balanced work life.

Fulltime Employees are provided:

• 401(k)
• 401(k) matching (4%)
• Dental insurance
• Health insurance
• Vision insurance
• Paid Holidays
• Paid Vacation Days
• Paid Sick Days
• Short Term Disability
• Long Term Disability
• Life Insurance
• Pet Insurance
• Employee Assistance Programs

Elucent Medical provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.