About the job

As a Customer Support Specialist in ONWARD Medical your role is to provide exceptional support for our commercial product line. In this role, you will be the primary point of contact for our customers, addressing inquiries, processing orders, and resolving technical issues. You will ensure customer satisfaction by delivering timely and accurate information and collaborating with various teams to enhance the customer experience. This role will be critical to delivering an excellent customer experience.

Responsibilities

• Customer Support: Provide timely and accurate information to customers regarding product features, usage, and troubleshooting. Respond to inquiries via phone, email, and live chat.

• Order Management: Process customer orders, handle returns and exchanges, and ensure accurate documentation of all transactions.

• Technical Assistance: Collaborate with the technical support team to address and resolve product-related issues. Escalate complex cases as necessary.

• Product Knowledge: Maintain up-to-date knowledge of all commercial products, including new releases and updates. Assist with product training for customers as needed.

• Documentation: Accurately log all customer interactions and maintain detailed records in the customer relationship management (CRM) system.

• Feedback Collection: Gather and document customer feedback to help improve products and services. Communicate recurring issues to the relevant departments for resolution.

• Compliance: Ensure all customer interactions comply with company policies, industry regulations, and quality standards.

• Team Collaboration: Work closely with sales, marketing, and technical support teams to ensure a seamless customer experience and improve overall customer satisfaction.