Client Support Specialist

Fasikl, Inc.; Minnesota; On-site; USD 30,307 - 34,440; Full time

Benefits offered by this job

Medical, dental, and vision insurance

PTO / paid holidays

401(k)

Job summary

A med-tech company in Minnesota is seeking a Customer Support Representative to assist patients and caregivers with an AI therapeutic device. You will be responsible for guiding users through onboarding, troubleshooting device issues, and maintaining accurate documentation of interactions. The ideal candidate is a compassionate communicator with strong technical skills and experience in customer service or medical device support. This on-site role offers a competitive pay rate and comprehensive benefits package.

Qualifications

• Experience in customer service, patient support, or medical device support preferred.
• Familiarity with support tools is a plus.

Responsibilities

• Serve as the primary point of contact for patients and caregivers.
• Guide new users through onboarding and device setup.
• Troubleshoot device and connectivity issues.
• Maintain accurate documentation of all interactions.
• Assist with resupply coordination and general support needs.

Skills

Compassionate communicator

Technical troubleshooting skills

Strong verbal and written skills

Organized and detail-oriented

Education

Bachelor’s degree preferred

Tools

Zendesk

Salesforce

EMRs

Job description

Fasikl is an innovative Minnesota-based med-tech company. We are hiring a Customer Support Representative. This role supports patients and caregivers who rely on Fasikl’s FDA-cleared AI therapeutic device.

You will help users successfully onboard, navigate the product, and resolve questions relating to device use, orders, and general support needs.

Position Overview

The Customer Support Representative is responsible for delivering timely, accurate assistance to patients and caregivers. This includes answering calls and emails, supporting onboarding and setup, troubleshooting device or connectivity issues, and documenting interactions. This role requires strong communication skills, empathy, and technical competence to solve problems effectively.

This is an on-site position.

Key Responsibilities

• Serve as the primary point of contact for patients and caregivers.
• Guide new users through onboarding, device setup, and usage questions.
• Troubleshoot device and connectivity issues and assist with resolution steps.
• Maintain accurate documentation of all interactions within support systems (e.g., Zendesk).
• Assist with resupply coordination, order updates, warranty inquiries, and general support needs.
• Identify patterns in patient feedback and escalate insights as appropriate.

What We’re Looking For

• Compassionate communicator with strong verbal and written skills.
• Technically competent and able to troubleshoot device and connectivity issues confidently.
• Organized and detail-oriented with strong documentation habits.
• Experience in customer service, patient support, medical device support, or call centers preferred.
• Familiarity with tools like Zendesk, Salesforce, EMRs, or similar platforms is a plus.
• Bachelor’s degree preferred but not required.

Why This Role Matters

You will play a key role in supporting patients who depend on a first-of-its-kind AI therapeutic device. Your guidance helps ensure users feel confident, supported, and successful throughout their experience with the product.

Compensation & Benefits

• Pay range: $22–$25/hr
• Medical, dental, and vision insurance
• PTO / paid holidays
• 401(k)