Customer Support Analyst

Tenovi, an Inc. 5000 Company; Portsmouth (NH); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) with company match

Job summary

Tenovi seeks a careful and empathetic Customer Support Analyst to ensure seamless experiences for clinicians, care teams, and patients. You will handle inquiries by email, phone, and chat, troubleshoot device/software issues, and document interactions to drive service improvements.

The role collaborates with customer success, sales, marketing, and engineering to enhance the overall experience while adhering to HIPAA regulations and industry standards.

Qualifications

• Bachelor’s degree or equivalent professional experience.
• 2+ years in customer or technical support.
• Customer-centric mindset with service delivery focus.
• Excellent written and verbal communication for diverse customers (B2B & B2C).
• Strong troubleshooting and diagnostic skills.

Responsibilities

• Provide high-quality support to Tenovi clients and patients via email, phone, and chat.
• Troubleshoot and resolve issues related to Tenovi software, devices, and order logistics.
• Document interactions and track support cases to drive improvements.
• Collaborate with cross-functional teams to enhance customer experience.
• Ensure support activities comply with HIPAA and industry standards.

Skills

Customer service

Communication skills

Problem-solving

Bilingual English/Spanish

B2B/B2C interaction

Education

Bachelor's degree or equivalent experience

Job description

Tenovi is reimagining remote patient monitoring (RPM) through cellular-connected medical devices and the data and software that make them genuinely useful to clinicians, care teams, and the patients they serve. Our work sits at the intersection of healthcare and technology, and our Customer Success organization is the bridge between our products and the healthcare organizations that rely on them every day.

We are seeking a detail-oriented and empathetic Customer Support Analyst to ensure our customers have a seamless experience with our products and services.

Key Responsibilities

• Provide high-quality support to Tenovi clients and patients, addressing their inquiries and issues via email, phone, and chat020
• Troubleshoot and resolve technical problems related to Tenovi's software, devices, and order logistics
• Document customer interactions and track support cases to drive improvements in service delivery and product development
• Collaborate with cross-functional teams, including customer success managers, sales, marketing, and engineering, to enhance the overall customer experience
• Ensure all support activities adhere to industry standards and regulatory requirements (e.g., HIPAA) while maintaining high-quality service.

Required Qualifications

• Bachelor’s degree in a related field or equivalent professional experience.
• Minimum of 2 years of experience in customer support or technical support environments
• Customer-Centric Mindset: Proven track record of delivering outstanding customer service and support to diverse user groups
• Excellent written and verbal communication skills with the ability to interact effectively with diverse customers including both B2B and B2C
• Strong problem-solving skills and proficiency in device troubleshooting and diagnostic techniques

Preferred Qualifications

• Experience at a fast-moving startup or in a similar rapidly changing environment
• Understanding of Tenovi's products and associated systems.
• Experience with RPM or EHR systems or other healthcare-specific technologies.
• Bilingual in English and Spanish

What We Offer

• Comprehensive benefits package including medical, dental, and vision coverage
• 401(k) with company match

Location

• Proximity to Portsmouth, NH for fully onsite or hybrid work preferred.