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Theranica · 2 days ago

Customer Support Representative

United States

Full-time

Remote

Entry, Mid Level

$20/hr - $28/hr

2+ years exp

Theranica USA, Inc. is a subsidiary of Theranica Bioelectronics, focused on developing non-invasive medical devices for migraine treatment. They are seeking a Customer Support Representative to provide high-quality, patient-centered support and assist in the company's Patient Journey programs.

BiotechnologyMedicalNeuroscienceTherapeutics

Responsibilities

Work as part of the Nerivio Cares Customer Support team to deliver high-quality, patient-centered support

Serve as a primary point of contact for patients and prescribers, providing professional, empathetic assistance through phone, email, and chat

Communicate clearly and effectively—both verbally and in writing—to answer questions, troubleshoot issues, and guide patients through Nerivio products and processes

Support patients by problem-solving, addressing concerns, and ensuring a smooth, positive experience throughout the support process

Coordinate and assist in the day-to-day activities of Nerivio Cares Customer Support

Answer and respond to incoming call center requests via phone/email/chat

Utilize Standard Responses to respond to requests, being able to escalate to the correct point of contact and/or department when necessary

Record all patient interactions in Customer Feedback database

Creation of shipping labels, tracking, and documentation of US-based patient shipments for Device Recycling Program and Special Request equipment

Qualification

Customer service experienceMedical terminology knowledgeCloud-based software proficiencyMicrosoft Office skillsProblem-solving skillsProfessional communication skillsOrganizational skillsTeam collaboration

Required

2+ years of customer-facing service or support

Working knowledge of medical terminology and familiarity of pharmacy/medical insurance and claims process

Proficient skills using cloud-based software solutions (i.e. SalesForce, Intercom, Zendesk, JIRA, QuickBase)

Proficient knowledge of computer and Microsoft Office skills, including Excel, Word, Outlook, and SharePoint (or other file-sharing programs)

Strong organization, multitasking, time management, and problem-solving skills

Strong ability to maintain a positive, professional, and people-oriented attitude, promoting a supportive, respectful, and solutions-focused environment for both patients and team members

Strong abilities to adhere to email communications with excellent writing skills and rapid responses

Ability to adhere to all standard operating procedures and compliance guidelines as defined by governing bodies

Shows initiative, sets priorities, organizes tasks, and is able to work independently and as part of a team while completing daily tasks, managing the full lifecycle of daily tasks and larger projects

Innate ability to work in a team environment, collaborate accordingly and be able to handle stressful situations with ease

Professional communication skills (phone, chat, email, social media, conference calls, and face-to-face interaction)

Listens carefully and communicates clearly with patients to ensure understanding of patient's request

Handles stressful patient/customer situations appropriately and delivers seamless patient/customer service while ensuring patient confidentiality, following all HIPAA guidelines

Must have a quiet environment to work, free from distractions