Product Support Specialist

Tasso is a fast-growing Seattle-based startup focused on delivering at-home diagnostic testing to those who need it most. We are expanding our footprint with leading health systems, clinical research organizations, academic medical centers, and more, and our products have been used in pharmaceutical clinical trials, by Olympians, and broadly by hospital systems across the US. 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. Provide 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. Partner 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 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 high‑call volume environment. Experience in complaint intake. Working knowledge of GMP. What We Offer $24/hr – $26/hr based on experience + Stock Options. 95% paid Medical, 100% Dental & Vision for employees and a generous subsidy for dependents. 11 paid holidays and generous time‑off policies. 401(k) + employer match. Paid parental leave policy. Equal Opportunity Employment We are an equal opportunity employer. We embrace diversity and are committed to building a team that represents a variety of backgrounds, perspectives, and skills. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other protected characteristic. #J-18808-Ljbffr Tasso, Inc.