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Customer Support Representative

2 months ago

Seattle, Washington, United States Tasso Full time
Position Overview

About Us

Tasso is an innovative startup based in Seattle, dedicated to providing at-home diagnostic testing solutions. We collaborate with leading health systems, clinical research organizations, and academic medical centers to deliver convenient, clinical-grade diagnostic tests. Our mission began with the goal of improving blood collection methods, moving away from traditional painful procedures. Our products have gained recognition in various fields, including pharmaceutical clinical trials and sports.

We are seeking a dedicated Customer Support Representative who will engage with both internal and external clients to address inquiries, concerns, and requests related to Tasso's offerings. This role is essential in ensuring prompt problem resolution while maintaining a high standard of customer service.

Key Responsibilities

  • Professionally manage all incoming customer requests, ensuring complete satisfaction.
  • Provide ongoing support to patients, addressing questions regarding device usage and logistics.
  • Ensure effective coverage of communication channels (phone, email) during operational hours.
  • Handle customer inventory returns and replacement orders efficiently.
  • Foster sustainable relationships through open and interactive communication with customers.
  • Collaborate with cross-functional teams to ensure exceptional service delivery.
  • Escalate customer complaints for further investigation as necessary.
  • Assist with recall or corrective action activities as needed.
  • Work closely with team members to achieve the goal of outstanding customer support.
  • Exhibit behavior aligned with the Company's Code of Ethics and Conduct.
  • Be adaptable to changing business needs and responsibilities.

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, including troubleshooting customer and patient issues.
  • Self-motivated individual comfortable working in uncertain environments.
  • Strong interpersonal skills, with a focus on active listening and teamwork.
  • Detail-oriented, with the ability to track and manage customer inquiries and complaints.
  • Experience in a fast-paced office setting, requiring significant phone and computer use.
  • Familiarity with complaint intake processes and knowledge of medical device quality management systems is advantageous.

Compensation and Benefits

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

We provide competitive compensation, comprehensive benefits, and a positive work environment:

  • Fully covered Medical, Dental & Vision for employees, with generous subsidies for dependents.
  • Unlimited vacation policy along with 11 paid holidays.
  • 401K plan with employer matching.
  • Paid parental leave policy.
  • Flexible hybrid or remote work options available.

We are committed to fostering a diverse and inclusive workplace, recognizing that a variety of backgrounds and perspectives enhances our mission. Your contributions will play a vital role in our success.