Customer Experience Specialist

Job not on LinkedIn

🔥 13 minutes ago

🇺🇸 United States – Remote

💵 $33 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 15%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Beacon Biosignals

WebsiteLinkedInAll Job Openings

11 - 50 employees

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Beacon Biosignals is a company focused on powering precision medicine for the brain. Their EEG neurobiomarker platform is engineered to accelerate clinical trials and enable new treatments for patients with neurological and psychiatric diseases. The platform captures a rich array of the brain's activity in real time and utilizes machine learning to analyze EEG data for treatment efficacy, dose selection, and population stratification. Beacon Biosignals partners with biopharma companies, academic medical centers, and neurotechnology developers to improve the diagnosis and treatment of neurological and psychiatric diseases.

📋 Description

• Serve as a responsive point of contact through phone, tickets, email, virtual meetings, and other support channels • Provide coverage in a high-volume customer support environment • Own customer issues from initial contact through resolution • Troubleshoot Beacon software, medical devices, user accounts, workflows, and customer computing environments • Troubleshoot Windows environments, including Device Manager, drivers, device recognition, connectivity, and browser behavior • Work with customer IT teams to investigate technical barriers • Reproduce software problems, gather logs and technical details, identify variables, and document reproduction steps • Use technical tools, SQL, data, logs, and system information to investigate problems • Escalate to Tier 2, Product, Engineering, Systems Integration, or specialized teams when needed • Provide reproduction steps, technical evidence, customer context, prior troubleshooting, and operational impact for escalated issues • Handle account access, user provisioning, device support, ordering workflows, and everyday customer questions • Develop working knowledge of Beacon products, devices, technical environment, and customer workflows • Translate technical concepts for nontechnical users and customer workflows for technical teams • Identify clinical or operational workflow impact and communicate it internally • Identify recurring issues and friction points and support scalable solutions • Maintain documentation in CRM, ticketing, quality, and operational systems • Contribute to knowledge resources, troubleshooting guides, customer-facing documentation, and scalable support processes • Participate in onboarding, training, demonstrations, account follow-up, and customer lifecycle activities • Provide customer and workflow feedback to Product and Engineering • Collaborate across Customer Experience, Clinical, Sales, Systems Integration, Product, Engineering, Quality, and Operations • Meet or exceed individual and team goals while supporting growth as Beacon scales

🎯 Requirements

• 3+ years of professional experience, including at least 2 years providing direct technical support to external customers, healthcare users, or end users • Direct customer-facing technical support experience through phone, video, screen sharing, or similar real-time support channels • Technical troubleshooting experience involving software, hardware, connected devices, Windows environments, or customer computing environments • Working knowledge of SQL, including constructing and executing queries • Experience investigating technical problems beyond scripted troubleshooting, reviewing logs or system information, reproducing issues, and documenting findings • Experience in a high-volume support environment • Exceptional customer-facing communication skills • Strong written communication and documentation skills • Ability to translate technical information for nontechnical audiences and customer workflow requirements for technical audiences • Comfort working across multiple software systems, communication channels, and competing priorities • Ability to work independently in a remote environment while collaborating across technical, clinical, and operational teams • Ability to consistently work the designated Central or Pacific Time coverage schedule • Ability to travel up to approximately 20% • Preferred: RPSGT, CPSGT, RRT, CRT, EEG/neurodiagnostic credential, nursing credential, relevant allied-health credential, or completed allied-health educational program • Preferred: Associate's degree (AA/AS) or higher in a relevant discipline • Preferred: Bachelor's degree (BA/BS) in a relevant discipline • Preferred experience in sleep medicine, sleep technology, neurodiagnostics, respiratory care, clinical diagnostics, healthcare support, medical devices, Windows Device Manager, device drivers, browser troubleshooting, logs, CRM/ticketing platforms, SaaS/cloud applications, QMS, EHR/EMR systems, healthcare integrations, APIs, or networking concepts

🏖️ Benefits

• Equity • PTO • Other benefits • Fully remote work • Asynchronous work practices • In-person office hubs available in Boston and New York • Travel opportunities for customer visits, conferences, training, and departmental or company meetings