Job Description

ABOUT US Qualio is a tech startup that is the first cloud quality management software for the entire Life Sciences ecosystem. Medical device and pharmaceutical companies need a secure and scalable quality management system with the flexibility to support their evolving needs. Qualio meets that challenge by cutting through the complexity to optimize and automate critical quality processes.

With a remote-first, office agnostic approach, the Qualio team is distributed across North America and Europe.

DESCRIPTION WHAT'S THE OPPORTUNITY?

Qualio is seeking an amazing individual to join our team as a Customer Support Specialist (CSS). As a CSS, you will work directly with our customers and our Customer Success Managers (CSMs) to focus on delivering positive customer satisfaction in every interaction and ensuring that every customer is getting the highest value from their investment with Qualio.

AS A CUSTOMER SUCCESS SPECIALIST, YOU WILL

• Develop relationships with customers and serve as the primary point of contact during initial customer onboarding and implementations
• Identify customer needs and help customers use specific features
• Respond to customer queries in a timely and accurate way, via phone, email or chat
• Analyze, reproduce and report product issues
• Gather customer feedback and share with our Product, Sales and Marketing teams
• Update our internal systems with information about technical issues and customer engagement
• Follow up with customers to ensure their technical issues are resolved
• Work as part of the CS Team to develop strategies for scale and growth

REQUIREMENTS WHAT SKILLS DO I NEED?

• 2+ years of experience in Support, Client Services, or Customer Success
• Strong initiative and willingness to take on new projects and learn new skills
• Pleasant, professional demeanor
• Team player with the ability to multitask and prioritize projects and customer needs;
• Strong verbal and written communication skills
• Exceptional organizational and time management skills
• Proficiency with spreadsheets (Microsoft Excel, Google Sheets)
• The ability to thrive in a fast-paced environment

WE'D ALSO LIKE YOU TO HAVE:

• Salesforce.com, Intercom, and CSM Platform experience
• Some experience with HTML
• Experience managing multiple projects simultaneously
• Bonus if you have experience with life sciences companies (therapeutics or medical devices) and/or Quality Management Systems

BENEFITS In addition to playing an important role in building Qualio, you'll receive:

• Competitive salary
• Matching 401k
• Medical, Dental, and Vision Benefits
• Unlimited PTO policy
• Company allowance for home office supplies
• Opportunity to make a difference through helping life-saving products get to market