Customer Experience Specialist

Job description

Beacon Biosignals is transforming precision medicine for the brain, from clinical development to clinical care. For Life Sciences partners, we offer the leading at-home EEG platform for clinical development of novel therapeutics for neurological, psychiatric, and sleep disorders. Our Diagnostics business is building the most comprehensive at-home platform for precision diagnostics, combining EEG and cardiopulmonary signals to deliver reimbursable assessments for sleep and central nervous system disorders. Together, we're changing the way patients are diagnosed and treated for any disorder that affects brain physiology. ## **What you will be doing:** The Customer Experience Specialist will join Beacon’s Customer Experience team and report to the Manager of Customer Experience. This role does not have direct reports. This is a highly customer-facing role combining frontline customer support with hands-on technical troubleshooting across Beacon’s software, devices, customer environments, and healthcare workflows. You will work directly with healthcare professionals, sleep laboratories, medical practices, customer IT teams, and Beacon colleagues to solve problems ranging from account and workflow questions to complex software, hardware, and customer-environment issues. This role is designed for someone who enjoys solving problems with customers, not simply routing them elsewhere. Successful candidates will be comfortable moving fluidly between frontline customer support and advanced technical troubleshooting. You will investigate issues, reproduce problems, gather technical evidence, identify potential causes, resolve issues independently whenever possible, and partner with specialized internal technical teams when deeper engineering, development, system access, or expertise is required. The Customer Experience team operates in a high-volume, rapidly evolving environment. This role requires someone who can manage competing priorities, maintain ownership across multiple customer needs, and adapt as Beacon's customer base, products, and support requirements continue to scale. Clinical and sleep-medicine experience is highly valued, as is experience in healthcare technology, medical devices, application support, or technical customer support. These positions are fully remote and U.S.-based. This position is 8 AM - 5 PM PT. Candidates may reside anywhere in the United States. Travel of up to approximately 20% may be required based on company needs, including customer visits, conferences, training, and departmental or company meetings. Beacon's robust asynchronous work practices ensure a first-class remote work experience, but we also have in-person office hubs available located in Boston and New York. ## What success looks like: - Serve as a highly responsive and professional point of contact for customers through phone, ticket, email, virtual meetings, and other support channels. - Provide reliable coverage in a **high-volume customer support environment**, balancing responsiveness with thoughtful investigation, ownership, and resolution. - Take ownership of customer issues from initial contact through resolution whenever possible, including both frontline support and technically complex problems. - Independently troubleshoot Beacon software, medical devices, user accounts, customer workflows, and customer computing environments. - Troubleshoot Windows environments, including Device Manager, drivers, device recognition, connectivity, browser behavior, and related environmental issues. - Work confidently and professionally with customer IT teams to investigate technical barriers and move issues toward resolution. - Investigate software problems by reproducing reported behavior, gathering relevant logs and technical details, identifying variables, documenting reproduction steps, and distinguishing customer-environment issues from potential product defects. - Use available technical tools, **SQL, data, logs, and system information** to investigate problems rather than relying solely on scripted troubleshooting. - Own technical issues through resolution whenever possible, engaging Tier 2, Product, Engineering, Systems Integration, or other specialized teams when deeper system access or expertise is required. - When additional technical expertise is required, provide clear reproduction steps, technical evidence, customer context, troubleshooting already performed, and operational impact to support efficient resolution. - Remain equally willing to answer phones, assist with account access, provision users, support devices and ordering workflows, and resolve everyday customer questions. No customer problem is considered unimportant simply because it is less technically complex. - Develop a strong working understanding of Beacon's products, devices, technical environment, and customer workflows sufficient to troubleshoot effectively without being responsible for software development or engineering. - Translate effectively between customers and technical teams, explaining technical concepts clearly to nontechnical users while accurately representing customer workflows and operational impact internally. - Recognize when product or technical behavior is disrupting a customer's clinical or operational workflow and communicate that impact effectively to internal stakeholders. - Identify recurring issues, trends, and friction points and help move the organization toward scalable, systemic solutions rather than treating every customer interaction as an isolated event. - Maintain clear, accurate, and timely documentation within Beacon's CRM, ticketing, quality, and operational systems. - Contribute to internal knowledge resources, troubleshooting guides, customer-facing documentation, and scalable support processes. - Participate in customer onboarding, training, demonstrations, account follow-up, and other customer lifecycle activities as experience and business needs warrant. - Provide actionable customer and workflow feedback to Product and Engineering teams to help improve Beacon's systems and customer experience. - Collaborate effectively across Customer Experience, Clinical, Sales, Systems Integration, Product, Engineering, Quality, Operations, and other teams while maintaining ownership of the customer experience. - Demonstrate calm judgment, adaptability, curiosity, empathy, and professionalism when working with customers experiencing urgent, complex, or frustrating problems. - Consistently meet or exceed individual and team goals while demonstrating readiness for expanded responsibilities and growth opportunities as Beacon continues to scale. ## **What you will bring:** ### **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, including troubleshooting with customers by phone, video, screen sharing, or similar real-time support channels. - Demonstrated technical troubleshooting experience involving software, hardware, connected devices, Windows environments, or customer computing environments. - **Working knowledge of SQL**, including the ability to construct and execute queries to investigate data, customer issues, or application behavior. - Experience investigating technical problems beyond scripted troubleshooting, including identifying variables, reproducing issues, gathering technical evidence, reviewing logs or system information, documenting findings, and determining appropriate next steps. - Experience working in a **high-volume support environment** while maintaining ownership, documentation quality, responsiveness, and customer follow-through. - Exceptional customer-facing communication skills, including the ability to communicate professionally with both technical and nontechnical audiences. - Demonstrated ability to remain calm, adaptable, and solution-oriented when customers are frustrated, priorities compete, or the cause of a problem is initially unclear. - Willingness and ability to handle the **full spectrum of customer support work**, from frontline phone and ticket coverage through advanced technical troubleshooting. - Strong written communication and documentation skills. - Ability to translate technical information for nontechnical audiences and customer workflow requirements for technical audiences. - Comfort working across multiple software systems, communication channels, and competing priorities. - Ability to work independently in a remote environment while collaborating effectively across technical, clinical, and operational teams. - Ability to consistently work the designated Central or Pacific Time coverage schedule. - Ability to travel up to approximately 20% based on business needs. ### **Preferred Qualifications:** - **RPSGT, CPSGT, RRT, CRT, EEG/neurodiagnostic credential, nursing credential, or another relevant allied-health credential or completed allied-health educational program strongly preferred.** - **Associate's degree (AA/AS)** or higher in Information Technology, Computer Science, Information Systems, Healthcare Technology, Respiratory Care, Polysomnography, Neurodiagnostics, or another relevant technical, clinical, or allied-health discipline. - **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. - Experience supporting SaaS or cloud-based applications. - Experience working within a Quality Management System (QMS) or other regulated healthcare or medical-device environment. - Experience partnering with Product or Engineering teams to reproduce bugs, document customer impact, and support technical resolution. - Experience with EHR/EMR systems, healthcare integrations, APIs, networking concepts, or adjacent healthcare technology. The strongest candidates for this role will be both **technically curious and highly customer-oriented**. They will enjoy figuring out why something is not working while remaining equally comfortable answering the phone and helping a customer through a straightforward question. They will be comfortable saying, "I don't know yet," and methodically finding the answer; able to work effectively with clinicians, busy medical practices, customer IT professionals, and software engineers; and recognize that solving the technical problem and creating an excellent customer experience are part of the same job. The base hourly rate for this role is **$33.65 per hour**. Final compensation and offer details are determined based on past experience, specific skills and qualifications. Base compensation is one component of the total compensation package, which includes equity, PTO and other benefits. At Beacon, we've found that cultural and scientific impact is driven most by those that lead by example. As such, we're always seeking new contributors whose work demonstrates an avid curiosity, a bias towards simplicity, an eye for composability, a self-service mindset, and - most of all - a deep empathy towards colleagues, stakeholders, users, and patients. We believe a diverse team builds more robust systems and achieves higher impact.