Customer Experience Specialist

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These positions are fully remote and U.S.-based. Candidates may reside anywhere in the United States., 8 AM - 5 PM PT; designated Central or Pacific Time coverage scheduleFull-TimeMiddle

Salary33.65 USD per hour

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Job Details

Experience: 3+ years of professional experience, including at least 2 years providing direct technical support to external customers, healthcare users, or end users.
Required Skills: SQLSaaSCRM

Requirements

Have 3+ years of professional experience, including at least 2 years providing direct technical support to external customers, healthcare users, or end users.
Demonstrate customer-facing technical support through phone, video, screen sharing, or similar real-time channels.
Have technical troubleshooting experience with software, hardware, connected devices, Windows environments, or customer computing environments.
Have working knowledge of SQL, including constructing and executing queries to investigate data, customer issues, or application behavior.
Have experience reproducing technical problems, gathering evidence, reviewing logs or system information, documenting findings, and determining next steps.
Have experience in a high-volume support environment while maintaining ownership, documentation quality, responsiveness, and follow-through.
Communicate professionally with technical and nontechnical audiences, including translating technical information and customer workflow requirements.
Remain calm, adaptable, and solution-oriented when customers are frustrated, priorities compete, or problems are unclear.
Be willing and able to handle both frontline phone and ticket coverage and advanced technical troubleshooting.
Work independently in a remote environment while collaborating across technical, clinical, and operational teams.
Consistently work the designated Central or Pacific Time coverage schedule.
Be able to travel up to approximately 20% based on business needs.
Preferred: relevant allied-health credential or completed allied-health educational program; associate's degree or higher in a relevant technical, clinical, or allied-health discipline.
Preferred: experience in sleep medicine, neurodiagnostics, respiratory care, healthcare settings, medical-device support, Windows endpoint troubleshooting, logs, CRM or ticketing platforms, SaaS, QMS, EHR/EMR, integrations, APIs, or networking.

Responsibilities

Serve as a responsive customer contact by phone, ticket, email, virtual meeting, and other support channels.
Own customer issues from initial contact through resolution, balancing high-volume support demands with investigation and follow-through.
Troubleshoot Beacon software, medical devices, user accounts, customer workflows, and computing environments.
Investigate Windows issues involving Device Manager, drivers, device recognition, connectivity, and browser behavior.
Reproduce software problems, gather logs and technical details, document steps, and identify potential causes.
Use technical tools, SQL, data, logs, and system information to investigate issues.
Escalate complex issues with reproduction steps, technical evidence, customer context, and operational impact.
Maintain accurate documentation in CRM, ticketing, quality, and operational systems, and contribute to troubleshooting guides and customer documentation.
Support customer onboarding, training, demonstrations, account follow-up, and lifecycle activities as needed.
Share recurring issues and actionable customer and workflow feedback with Product, Engineering, and other internal teams.

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