Customer Experience Specialist

The role

The Customer Experience Specialist provides frontline customer support and advanced technical troubleshooting for software, devices, and healthcare workflows. You will work with healthcare professionals, sleep laboratories, and IT teams to resolve technical and account issues.

What you will do

• Serve as a point of contact for customers through phone, ticket, email, and virtual meetings.
• Troubleshoot Beacon software, medical devices, user accounts, and customer computing environments.
• Troubleshoot Windows environments including Device Manager, drivers, and connectivity.
• Investigate software problems by reproducing behavior and gathering technical evidence.
• Use SQL, data, and logs to investigate problems.
• Partner with specialized internal technical teams to resolve complex issues.
• Translate technical concepts for nontechnical users and customer workflows for technical teams.
• Maintain documentation within CRM, ticketing, quality, and operational systems.
• Participate in customer onboarding, training, and demonstrations.
• Provide feedback to Product and Engineering teams to improve systems.

Required qualifications

• 3+ years of professional experience, including at least 2 years providing direct technical support to external customers, healthcare users, or end users.
• Demonstrated experience providing direct customer-facing technical support via phone, video, or screen sharing.
• Demonstrated technical troubleshooting experience involving software, hardware, connected devices, Windows environments, or customer computing environments.
• Working knowledge of SQL to construct and execute queries.
• Experience investigating technical problems beyond scripted troubleshooting.
• Experience working in a high-volume support environment.
• Exceptional customer-facing communication skills.
• Ability to remain calm, adaptable, and solution-oriented.
• Willingness and ability to handle the full spectrum of customer support work.
• Strong written communication and documentation skills.
• Ability to translate technical information for nontechnical audiences and customer workflow requirements for technical audiences.
• Ability to work independently in a remote environment.

Nice to have

• RPSGT, CPSGT, RRT, CRT, EEG/neurodiagnostic credential, nursing credential, or another relevant allied-health credential or completed allied-health educational program
• Associate's degree (AA/AS) or higher in Information Technology, Computer Science, Information Systems, Healthcare Technology, Respiratory Care, Polysomnography, Neurodiagnostics, or another relevant t
• Bachelor's degree (BA/BS) in a relevant technical, clinical, healthcare, or related discipline.
• Experience in sleep medicine, sleep technology, neurodiagnostics, respiratory care, or another clinical diagnostic environment.
• Experience supporting healthcare professionals, hospitals, sleep laboratories, clinics, or busy medical practices.
• Experience working directly with hospital or customer IT departments.
• Experience supporting medical devices and associated software.
• Experience with Windows Device Manager, device drivers, USB/serial-connected hardware, browser troubleshooting, or related endpoint technologies.
• Experience reviewing application or system logs and using them to investigate technical issues.
• Experience with CRM, ticketing, or case-management platforms.

Benefits

• Equity
• PTO
• Other benefits

About the company

Beacon Biosignals is transforming precision medicine for the brain, from clinical development to clinical care. They offer an at-home EEG platform for clinical development and are building a platform for precision diagnostics.