Customer Support Agent – Medical Device

Position Summary

The Customer Support Agent serves as the primary point of contact for patients, healthcare professionals, caregivers, and customers, delivering exceptional support across phone, email, chat, SMS, and other communication channels. This role provides assistance with product education, troubleshooting, order management, warranties, replacements, and general inquiries while ensuring compliance with FDA regulations, company policies, quality standards, and applicable privacy requirements.

Key Responsibilities

• Deliver professional, empathetic, and solution-oriented customer support across multiple communication channels.
• Educate customers on medical devices, approved product usage, accessories, and available support resources.
• Assist with product registration, order processing, replacements, returns, warranties, and general account inquiries.
• Troubleshoot product-related concerns using approved documentation and established procedures.
• Accurately document all customer interactions within the CRM system in accordance with Standard Operating Procedures (SOPs), quality standards, and FDA documentation requirements.
• Identify, document, and escalate product complaints, adverse events, and potential quality issues following regulatory reporting requirements.
• Coordinate with Clinical, Quality Assurance, Technical Support, Logistics, and other internal teams to ensure timely resolution of customer concerns.
• Maintain current knowledge of products, policies, procedures, and regulatory updates through ongoing training and certification.
• Achieve established performance metrics, including Customer Satisfaction (CSAT), Quality Assurance (QA), Average Handle Time (AHT), Schedule Adherence, Productivity, and Service Level Agreements (SLAs).
• Maintain strict compliance with HIPAA (where applicable), FDA regulations, company policies, and confidentiality requirements.
• Foster a collaborative, professional, and customer-focused work environment while contributing to continuous process improvement initiatives.

Qualifications

Required Qualifications

• High School Diploma or GED required; Associate's or Bachelor's degree is an advantage.
• Minimum of 1–2 years of experience in customer service, technical support, or a contact center environment.
• Strong verbal, written, and interpersonal communication skills.
• Excellent customer service, problem-solving, and critical-thinking abilities.
• Strong organizational skills with exceptional attention to detail and documentation accuracy.
• Ability to multitask effectively while navigating multiple systems during customer interactions.
• Ability to work independently and collaboratively within a team environment.

Preferred Qualifications

• Experience supporting medical devices, healthcare, pharmaceutical, or other FDA-regulated industries.
• Knowledge of complaint handling, adverse event reporting, and regulatory documentation.
• Experience supporting patients, caregivers, or healthcare professionals.
• Bilingual communication skills are an advantage.

Technical Skills

• Experience with CRM platforms such as Zendesk, Salesforce, or similar customer management systems.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, and PowerPoint).
• Ability to quickly learn new applications, systems, and technologies.
• Comfortable working across multiple software platforms while maintaining high accuracy and efficiency.

Core Competencies

• Customer Focus
• Empathy and Professionalism
• Effective Communication
• Critical Thinking
• Problem Solving
• Attention to Detail
• Time Management
• Adaptability
• Team Collaboration
• Regulatory Compliance and Documentation Accuracy