Ready To Make An Impact?

    Customer Support Technician
    Chicago, IL / Remote

    Casechek’s current platform coordinates and manages implant related inventory for surgical procedures, but the entire implant supply chain is ripe for disruption. We’re building an expanded solution to automate the implant supply chain and bring greater transparency to the cost of patient care. We are looking for a Customer Support Technician who loves problem solving and has passion for customer experience. In this role, you will be the initial point of contact for Casechek users. The Customer Support Technician will help to support and educate users on the use and functionality of our platform. You will experience a wide variety of customer interactions every day, which require you to think critically, demonstrate patience, empathy, and sound decision-making skills. You should also be comfortable figuring out new technologies, mobile applications and computer systems. 

    • Maintain a strong positive, empathetic and professional attitude towards all Casechek users
    • Act as liaison between Casechek and clients for day-to-day oversight, issue resolution, system training, and tech support
    • Resolve customer issues in a timely and efficient manner via multiple support channels (phone, emails, etc.)
    • Review and document exceptions identified in customer data feeds
    • Document and manage customer feedback using internal systems (e.g. SalesForce CRM)
    • Identify trends and offer feedback to Casechek Product team
    • Contribute to the development of the team’s knowledge base
    • Coordinate with Customer Success team to ensure highest levels of customer satisfaction
    • Willingness to address any technical or operational issues that arise
    • Special projects as requested
    • Casechek is headquartered out of Chicago’s Fulton Market, although we have transitioned to working from home for the time being.
    • We are highly motivated and passionate about solving healthcare’s messiest problems with new technologies
    • We value diversity, curiosity and a passion for learning. The team has a lot of advanced degrees, a poet and even a few professional musicians.
    • Innovating the implant supply chain is a marathon, not a sprint – we support each other in long-term growth and value developing solid skills and efficiencies!
    • Competitive salary and annual bonus
    • Opportunity for LTI
    • Work from home flexibility
    • Full medical and dental benefits
    • Brand new pro level laptop
    • Annual professional development budget
    • 1 to 2 years of experience in Healthcare (Sterile Processing or OR experience preferred)
    • Passionate about delivering high-quality customer support in an empathetic and patient manner
    • Tech savvy: Comfort with SalesForce, Microsoft Word, etc
    • Excellent verbal and written communication skills
    • Ability to multitask and work independently in a fast-paced environment
    • Strong attention to detail
    • Organized, accountable, and communicative