Customer Support Associate

2 weeks ago

Seattle, Washington, United States Tasso Full time
Position Overview

About Us

Tasso is an innovative startup dedicated to providing at-home diagnostic testing solutions. Our mission is to enhance healthcare accessibility through partnerships with leading health systems, clinical research organizations, and academic institutions. Our pioneering products have transformed blood collection methods, making them less invasive and more convenient for patients.

We are seeking a dedicated Customer Support Associate who will engage with both internal and external clients to address inquiries, resolve issues, and provide comprehensive information regarding Tasso's offerings. This role is essential in ensuring that our customers receive exceptional service and support.

Key Responsibilities

  • Manage all incoming customer inquiries professionally, ensuring complete satisfaction with the information provided.
  • Offer ongoing support to patients, addressing questions related to product usage and logistics.
  • Maintain communication channels for customer and patient interactions (phone, email) during operational hours.
  • Handle customer inventory returns and replacement orders efficiently.
  • Establish and nurture trust-based relationships through effective communication with clients and colleagues.
  • Collaborate with various departments to guarantee outstanding service delivery.
  • Escalate customer complaints for further investigation when necessary.
  • Assist in recall or corrective action initiatives as needed.
  • Work closely with team members to achieve the goal of exceptional customer support.
  • Adhere to the Company's Code of Ethics and Conduct in all interactions.
  • Be adaptable to changes in duties as required by business needs.

Qualifications

  • Minimum of 1 year of experience in customer service or product support, preferably in the medical device or healthcare sector.
  • Ability to engage in product discussions and troubleshoot customer and patient issues effectively.
  • Self-motivated individual who thrives in ambiguous situations.
  • Strong interpersonal skills, including active listening and a collaborative mindset.
  • Detail-oriented with a focus on tracking and resolving customer inquiries.
  • Experience in a fast-paced environment, utilizing both phone and computer systems.
  • Familiarity with complaint intake processes and knowledge of medical device quality management systems is advantageous.

Compensation and Benefits

Hourly wage ranging from $20 to $23, plus stock options.

We provide a competitive compensation package, including:

  • Comprehensive medical, dental, and vision coverage for employees, with generous support for dependents.
  • Unlimited vacation policy alongside 11 paid holidays.
  • 401K plan with employer matching.
  • Paid parental leave.
  • Flexible hybrid or remote work options.

We are committed to fostering a diverse and inclusive workplace, recognizing that varied perspectives and backgrounds enhance our success. We welcome applicants from all walks of life.

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