About this role
<p><span style="color:#000000"><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">Murata Vios is a global medical device company dedicated to creating a paradigm shift in the way healthcare is delivered. Through the utilization of our internet-of-things medical-grade sensors and virtual patient care services, we plan to lower the cost of healthcare and improve patient outcomes. Murata Vios is seeking qualified individuals who contribute to our vision through sound product development engineering practices and passionate sales and marketing leadership.</span></span></span></p> <div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Why Consider This Job Opportunity</H2> </div><div><p style="margin:0.0in;font-size:11.0pt;font-family:Arial, sans-serif"><span style="font-family:arial, helvetica, sans-serif;color:black">The Customer Success Support Specialist supports existing and new customers by serving as the primary Help Desk contact during core business hours (Monday – Friday, 9:00 AM – 5:30 PM CST). This role partners with Sales, Customer Success, Marketing, and Technical teams to drive customer adoption, retention, and satisfaction. The Customer Success Support Specialist ensures customer issues, RMAs, and potential complaints are documented as well as escalated in alignment with applicable Quality and Regulatory requirements.</span></p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Workplace Policy</H2> </div><div><p style="margin:0.0in;font-size:11.0pt;font-family:Arial, sans-serif"><span style="font-family:arial, helvetica, sans-serif;color:black">Hybrid from Woodbury, MN. </span></p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">What To Expect (Essential Job Responsibilities)</H2> </div><div><ul> <li style="font-size:11.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;color:black">Serve as the primary Help Desk contact during business hours, managing inbound phone calls and emails. Generate Jira tickets and document customer interactions thoroughly.</span></li> <li style="font-size:11.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;color:black">Provide level one troubleshooting and resolution prior to escalation; routing complex issues to technical operations, Engineering, or other internal teams using defined escalation pathways.</span></li> <li style="font-size:11.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;color:black">Provide customer escalation support, proactive follow-up to confirm resolution, and maintain high customer satisfaction.</span></li> <li style="font-size:11.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;color:black">Monitor customer health indicators, identify pain points and adoption risks, and coordinate mitigation plans with the Customer Success Manager and Sales team.</span></li> <li style="font-size:11.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;color:black">Deliver continuous education through best practices, tips, proactive outreach, and customer training activities to improve utilization and outcomes.</span></li> <li style="font-size:11.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;color:black">Support training content and program administration, including Vios University maintenance and participation in customer education efforts as needed.</span></li> <li style="font-size:11.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;color:black">Work closely with Customer Experience within the Marketing organization to capture Voice-of-Customer insights and translate field feedback into actionable themes.</span></li> <li style="font-size:11.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;color:black">Participate in cross-functional reviews of customer issues, usability trends, and release readiness to help ensure customer learning is reflected in product updates, training materials, and customer-facing communications.</span></li> <li style="font-size:11.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;color:black">Coordinate with product, engineering, marketing, and technical teams to align knowledge base content, customer messaging, and change-impact guidance.</span></li> <li style="font-size:11.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;color:black">Identify and appropriately report potential customer complaints in accordance with company SOPs to ensure timely intake, documentation, and escalation to quality/regulatory as required.</span></li> <li style="font-size:11.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;color:black">Support accurate, audit-ready records in Jira ticket system, including customer communications, troubleshooting steps, outcomes, and required complaint-handling information.</span></li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Miscellaneous Job Responsibilities</H2> </div><div><ul> <li style="font-size:11.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;color:black">Support complaint trending by identifying recurring issues, contributing to root cause investigations, and providing inputs to corrective and preventive action (CAPA) processes when applicable.</span></li> <li style="font-size:11.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;color:black">Comply with all relevant quality system documentation practices and training requirements consistent with regulated medical device operations, including FDA and ISO expectations.</span></li> <li style="font-size:11.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;color:black">Support the processing of RMAs and coordinate customer follow-up to support service visibility, turnaround time improvement, and clear customer communication regarding replacements and returns.</span></li> <li style="font-size:11.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;color:black">Assist with monthly usage report preparation and customer reporting requests to support adoption, renewal, and expansion discussions.</span></li> <li style="font-size:11.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;color:black">Provide project coordination support in Asana and related systems, including task tracking, timelines, and cross-team follow-through.</span></li> <li style="font-size:11.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;color:black">Maintain flexibility in scheduling to ensure consistent coverage during peak volume, PTO, or unexpected team member absences; adjust hours when needed within agreed guidelines.</span></li> <li style="font-size:11.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;color:black">Shadow and learn broader Customer Success workflows to serve as a functional backup for key team responsibilities to maintain continuity of customer support when required.</span></li> <li style="font-size:11.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;color:black">Perform other job-related responsibilities and duties as needed.</span></li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">What Is Required (Qualifications)</H2> </div><div><ul> <li style="font-size:11.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;color:black">Bachelor’s degree in Business, Healthcare, Communications, Life Sciences, or a related field is required; equivalent combination of education and direct relevant experience may be considered.</span></li> <li style="font-size:11.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;color:black">2+ years of experience in customer service, customer success, help desk, or another customer-facing support role.</span></li> <li style="font-size:11.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;color:black">Demonstrated ability to troubleshoot, prioritize, and manage multiple concurrent customer issues while meeting deadlines and maintaining quality documentation.</span></li> <li style="font-size:11.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;color:black">Strong verbal and written communication skills, with the ability to provide clear instructions and updates to external customers and internal staff.</span></li> <li style="font-size:11.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;color:black">Proven collaboration skills with cross-functional partners, i.e. commercial, clinical, technical, quality, and marketing teams. </span></li> <li style="font-size:11.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;color:black">Ability to operate effectively in an ever-changing environment.</span></li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">How To Stand Out (Preferred Qualifications)</H2> </div><div><ul> <li style="font-size:11.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;color:black">Experience supporting hospitals, post-acute markets, CROs, medical clinics, or similar healthcare delivery environments.</span></li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Perks</H2> </div><div><ul> <li style="font-size:11.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;color:black">Comprehensive benefits package including medical, dental, and vision insurance. </span></li> <li style="font-size:11.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;color:black">Generous Paid Time Off including paid holidays and floating holidays. </span></li> <li style="font-size:11.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;color:black">401(k) employer match on retirement planning. </span></li> <li style="font-size:11.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;color:black">Hybrid working schedule for eligible positions.</span></li> <li style="font-size:11.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;color:black">Tuition reimbursement on approved programs. </span></li> <li style="font-size:11.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;color:black">Flexible and health spending accounts. </span></li> <li style="font-size:11.0pt;font-family:Arial, sans-serif"><span style="font-family:arial, helvetica, sans-serif;color:black">Talent Development program. </span></li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Other</H2> </div><div><ul> <li style="font-size:11.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-family:arial, helvetica, sans-serif;color:black">Provide after-hours and/or weekend coverage as needed for urgent customer issues or business critical escalations. Incentives would be provided in accordance with our Help Desk Program policies. (optional)</span></li> <li style="text-align:justify;font-size:11.0pt;font-family:Arial, sans-serif"><span style="font-family:arial, helvetica, sans-serif;color:black">Occasional travel to customer sites as needed (approximately 10%).</span></li> </ul> <p style="text-align:justify;font-size:11.0pt;font-family:Arial, sans-serif"> </p> <p style="font-family:arial, helvetica, sans-serif;font-size:8.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:8.0pt;color:black">Minimum Salary: $58,605</span></p> <p style="font-family:arial, helvetica, sans-serif;font-size:8.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:8.0pt;color:black">Maximum Salary: $65,000</span></p></div></div></div><p><span style="color:#000000"><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">Create a better life for patients, clinicians, and hospital administrators by joining the Murata Vios team. Murata Vios offers competitive compensation and comprehensive benefits.</span></span></span></p> <p><span style="color:#000000"><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">Equal Opportunity/Affirmative Action Employer – M/F/Disabilities/Veterans</span></span></span></p>