- Own customer cases in Salesforce from intake through resolution and closure.
- Review event requests and device issues by reading device logs to understand what happened and what the customer needs.
- Submit work orders for device replacements (RMAs) and on-site technician visits.
- Coordinate directly with field technicians by phone.
- Keep customers and colleagues informed through consistent, proactive email and phone updates, including outbound calls.
- Partner with Implementation, Product, Clinical Success, and Engineering to investigate, escalate, and resolve issues.
- Escalate issues to Engineering with clear context and detailed next steps.
- Identify gaps in ticketing and support workflows and recommend improvements.
- Support quality-focused data labeling workflows when needed.
Customer supportZendesk