Customer Service Specialist

About BioWave

The BioWave Corporation, founded in 1997 based in Norwalk, CT, is a fast-moving entrepreneurial minded health-care organization scaling rapidly both nationally, and globally. The organization services three key domestic markets, being Veterans (through the United States Department of Veterans Affairs), Athletes, (directly and indirectly through college and professional sports teams), and the broader Commercial “pain” market (directly through HAS/FSA stores, and indirectly through provider-based prescriptions). Organizational momentum is predicated on three key strengths, being our Customer Experience (CX), our unique go-to-market model, and our industry leading product families.

Mission

We are passionate and dedicated in our mission to help our nation’s heroes, athletes, and those suffering with chronic pain find non-opioid Modern Pain Management Solutions for their acute, chronic and post-operative pain. As we execute our mission with great passion and energy, these guidelines show us how to help people and at the same time be an honored guest and good neighbor. Onwards!

Job Description

We are seeking a patient detail-oriented and customer-focused Customer Support Specialist to join our team, at a leading pain management medical device company. This role is responsible for providing exceptional service to product users and internal teams by handling product inquiries, managing customer issues, and troubleshooting/resolving issues in a timely and compliant manner. The ideal candidate will have experience in call centers, the healthcare or medical device industry and a strong understanding of regulatory and quality requirements.

Duties and Responsibilities

• Serve as the primary point of contact and resolution for customer inquiries via phone, email, and online portals.
• Provide detailed product information, technical documentation, and support on medical devices to device users.
• Coordinate with internal departments (sales, logistics, QA/RA, manufacturing) to resolve customer issues and ensure prompt delivery of products and services.
• Maintain accurate records of all customer interactions in CRM systems (e.g., Salesforce, SAP).
• Support complaint intake and product tracking in compliance with FDA and ISO standards.
• Monitor backorders, inventory availability, and shipment tracking; proactively communicate with customers regarding delays or status updates.
• Participate in training, continuous improvement initiatives, and process optimization projects.
• Ensure compliance with HIPAA, FDA, ISO 13485, and other relevant healthcare regulations and company policies.

Required Experience/Skills

• 1-3 years of customer service, call center or support experience, ideally in the medical device, pharmaceutical, or healthcare industry.
• Familiarity with medical terminology and FDA/ISO regulatory requirements is a plus.
• Proficiency with CRM and ERP systems (e.g., Salesforce, NetSuite, SAP).
• Strong written and verbal communication skills.
• Excellent problem-solving skills and ability to multitask in a fast-paced environment.
• Detail-oriented and committed to patient providing high-quality service.

Nice-to-Haves

• Experience working with medical devices, particularly in orthopedic, cardiovascular, diagnostic, or surgical product categories.
• Prior experience in complaint handling, adverse event reporting, device troubleshooting.
• Experience supporting clinical trials, product evaluations, or technical field service teams.
• Certification in customer service or healthcare compliance (e.g., Certified Medical Device Professional, Lean Six Sigma, or similar).

Education

• Associate’s or Bachelor’s degree preferred.

Pay & Benefits Summary

• Compensation - $26.75/hr
• Medical, Vision and Dental Insurance Available
• 401K- discretionary 2.5% employer match
• Basic/Voluntary Term Life Insurance
• Long Term Disability
• HSA Accounts
• PTO Years 1 and 2, 15 days, Year 3 onwards 20 days
• 12 paid public holidays

Legal Disclaimer(s)

Non-Exempt: As a non-exempt employee, your position is classified as eligible for overtime pay under the Fair Labor Standards Act (FLSA) and applicable state laws. You will be paid on an hourly basis (or salary basis, if applicable), and you will receive overtime compensation for all hours worked in excess of 40 hours in a workweek (or as otherwise required by state law). All overtime must be approved in advance by your supervisor.

BioWave is committed to the principles of equal employment opportunity and providing reasonable accommodations to qualified individuals with disabilities. If you require assistance or accommodations to complete the application process or to perform the essential functions of this position, please contact phoebe.jamieson@biowave.com.

This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, or skills required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.