Product Support Specialist

Who We Are
Tasso is a fast-growing Seattle-based startup focused on delivering at-home diagnostic testing to those who need it most. We are growing our footprint with leading health systems, clinical research organizations, academic medical centers, and more, who are looking to deliver clinical-grade, convenient diagnostic tests to their patients. Tasso was originally founded to find a better way to collect blood instead of a painful fingerstick or time-consuming venous draw. Since then, our products have been used in pharmaceutical clinical trials, by Olympians as part of a new virtual anti-doping program, and broadly by hospital systems across the US.

We're looking for a detail-oriented Product Support Specialist to handle customer and patient inquiries and manage account setup, data entry, and file transfers for our Customer Service team. The position will report to our Director of Customer Service. An ideal candidate will have at least 1 year of experience in a customer service or product support role and must be based in the Seattle area.

What You Will Do

• Professionally handle all incoming requests from customers and ensure that customer requests for information are fully satisfied.
• Process customer and internal orders thoroughly and accurately as needed.
• Providing ongoing patient and customer support, answering questions about device usage and logistics.
• Ensure coverage of customer and patient communication channels (phone, email) for hours of operation are filled.
• Perform account setup and creation, including onboarding and adding new customers to internal systems and maintaining accurate, up-to-date account records.
• Complete data uploads and file-transfer tasks accurately and on schedule, ensuring data integrity and confidentiality across systems.
• Process customer requests for inventory returns, RMA’s (Return Material Authorization), and replacement orders.
• Build sustainable relationships of trust through open and interactive communication with Internal and external customers.
• Partners with cross-functional departments as needed to ensure exceptional customer service is being delivered to customers and patients.
• Escalate customer complaints for investigation as required.
• Assist with Recall or Field Corrective Action activities as required.
• Very close teamwork is required to achieve our goal of delivering exceptional customer support and reach our goal of delighting Tasso customers.
• Demonstrate behavior consistent with the Company’s Code of Ethics and Conduct.
• Duties may be modified or assigned at any time to meet the needs of the business. Who You Are

Who You Are

• 1+ years’ experience in customer service or product support role medical device/health care field preferred.
• Comfortable having product conversations including troubleshooting Customer and Patient problems to resolution.
• Self-starter who works well with ambiguity and uncertainty.
• Strong interpersonal skills, including active listening to customers and patients, as well as a team-first mentality with your Tasso colleagues.
• Attention to detail – tracking and managing customer tickets and complaints to completion.
• Fast-paced office environment; requires significant use of telephone and computer.

Nice to Have

• Two (2) years of call center experience in a medical device manufacturing environment or similar experience with a high-call volume.
• Experience in Complaint Intake
• Working Knowledge of GMP

What We Offer
$24/hr - $26/hr based on experience + Stock Options
We offer competitive compensation, benefits and a fantastic work environment:

• 95% paid Medical, 100% Dental & Vision for employees and a generous subsidy for dependents
• 11 Paid Holidays and generous Time Off policies
• 401K + Employer Match
• Paid parental leave policy

We have a strong healthcare-driven mission, and your guidance and efforts will directly link to our success.  We embrace diversity and equal opportunity and are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be for it.