Customer Care Specialist

Noctrix Health, Inc.; Pleasanton (CA); À distance; USD 55 000 - 75 000; Plein temps

Résumé du poste

Noctrix Health is revolutionizing chronic neurological disorder management through clinically validated therapeutic wearables. We seek a Customer who will guide patients and clinicians through onboarding and remote therapy support with a consultative approach.

You will engage via phone, video, text, email, and chat, training on Nidra therapy, and capture needs to feedback to product teams. This role reports to Customer Care leadership and offers remote work flexibility.

Qualifications

• Associate or bachelor’s degree in biology or health-related field.
• Exceptional positive attitude with empathetic support.
• Proven customer service excellence with ability to explain complex tech to non-technical users.
• Strong verbal and written communication skills.

Responsabilités

• Represent Noctrix in direct virtual patient interactions, including application training, product demonstrations, and pro-active and reactive therapy support.
• Consult clinicians and technicians during the implementation process and calibration sessions to ensure smooth integration of our product.
• Provide on-demand technical support as needed via patient preferred platforms.
• Capture therapy support needs and provide valuable feedback to product management and development teams.
• Collaborate with clinicians and functional organizations to recommend content for training courses and materials.
• Maintain existing relationships with patients and clinical and business partners.

Connaissances

Customer service

Empathy

Communication

Problem solving

Multitasking

Ownership

Remote communication

Formation

Associate or Bachelor’s degree in biology or health related field

Outils

Salesforce

Description du poste

Noctrix Health is revolutionizing chronic neurological disorder management through clinically validated therapeutic wearables. Our team of medical device experts, neuroscientists, and consumer electronics engineers is dedicated to delivering prescription-grade therapy with an exceptional user experience. We have developed the world's first drug-free wearable therapy, clinically proven to provide relief to adults with drug resistant Restless Legs Syndrome (RLS). Join us in reshaping healthcare, making a difference in the lives of individuals facing these challenges, and being part of a transformative journey at Noctrix Health.

General Description

As a Customer, you will play a crucial role in representing Noctrix. You will work closely with patients and clinicians to provide an exceptional onboarding experience through personalized activation sessions, as well as pro-active and reactive remote therapy support through phone and video calls, text, email, and chat. Your consultative approach will ensure the smooth and successful use of Nidra therapy. Additionally, you will capture clinical support needs, provide valuable feedback to the marketing, sales, and product development teams, and collaborate with clinicians and functional organizations to define additional training requirements. This position offers the flexibility to work remotely and reports to the leader of Customer Care.

FUNCTIONS

• Represent Noctrix in direct virtual patient interactions, including application training, product demonstrations, and pro-active and reactive therapy support.
• Serve as a consultant to clinicians and technicians during the implementation process and calibration sessions to ensure the smooth and effective integration of our product.
• Provide on-demand technical support as needed via patient preferred platforms.
• Capture therapy support needs and provide valuable feedback to the product management and development teams.
• Collaborate with clinicians and functional organizations to recommend content for training courses and materials.
• Maintain existing relationships with patients and clinical and business partners.

MINIMUM QUALIFICATIONS

• Associate or bachelor’s degree in biology or health related field encouraged and preferred for many promotional opportunities.
• Exceptional positive attitude, consistently demonstrating a willingness to go above and beyond in helping individuals navigate their challenges, providing empathetic support and solutions with patience and understanding.
• Proven customer service excellence with a strong ability to empathize and effectively communicate complex technical solutions to non-technical users, ensuring a positive and supportive experience for patients seeking therapy or technical assistance.
• Excellent verbal and written communication skills and outstanding ability to communicate and collaborate effectively.
• Ability to understand, convey, coach, and teach others the clinical aspects and technical use of the product.
• Ability to diagnose complex customer issues cross-functionally with minimal guidance using new technologies.
• Strong problem-solving and troubleshooting skills.
• Strong sense of ownership and accountability
• Ability to multitask and handle multiple priorities in a complex, challenging environment.
• Previous experience in the sleep or neuromodulation industries considered a plus.
• Experience with Salesforce considered a plus.