The Role
Provides frontline customer support for orders, products, invoices, payments, technical issues, and support cases. Manages CRM records, tickets, test-result reviews, complaint documentation, and escalations. Produces error and trend reports, supports quality procedures, follows SOPs, and coordinates with Sales, Operations, and Finance to resolve customer issues.
Summary Generated by Built In
About Us
Fluxergy is a rapidly growing biomedical company on the cutting edge of laboratory testing. We're developing a true multi-modal point of care device, the kind of which has never been conceived, and we'd love to have you as part of the team.
Fluxergy’s technologies span many markets in addition to healthcare, including veterinary, food safety, and wellness industries. We are seeking motivated team members who are willing to commit themselves and their time to improving and decentralizing laboratory infrastructure to the places that need it most.
With its roots in engineering, Fluxergy prides itself on critical thinking and solving problems pragmatically, from a modular and systems-level approach. We believe that open and clear communication along with the ability to adapt to changing situations and working outside of your comfort zone is paramount to our success. The ideal candidate for this position should embody these philosophies as well as be resourceful, trustworthy, and have a deep desire to constantly learn.
Our product: https://vimeo.com/845429891
About the Role
We’re looking for a highly organized, quick-thinking Technical Customer Success Specialist to own the day-to-day operational side of the customer experience. In this role, you’ll be the person who keeps things moving, responding to customer inquiries, ensuring orders are processed correctly, and making sure no request or issue falls through the cracks.
This is a hands-on, execution-focused role for someone who enjoys solving problems, has strong communication skills, and navigating fast-moving situations with confidence. You’ll work closely with customers and internal teams to make sure questions are answered, issues are resolved, and operations run smoothly.
Team Culture
- Team-oriented
- Motivated to succeed
- Results-oriented
- Persistence
- Eager to learn
- Strong communication
What You'll Do
- Serve as the first point of contact for customer inquiries via phone and email, responding quickly to questions about orders, products, invoices, payment status, and general support needs
- Enter and manage customer orders, validating key details like pricing and quantities, and monitor orders after submission to flag potential issues early
- Maintain accurate customer information and activity within the CRM, tracking interactions, open issues, and follow-ups to keep work moving forward
- Provide basic technical support when Account Managers are unavailable, including portal access, registration keys, and troubleshooting, and route advanced technical questions to the appropriate team
- Create, monitor, and manage support tickets and cases daily, including test result reviews, making sure every case is documented completely and accurately, from test results to cancellations, shipping issues, and disconnections
- Take part in weekly case reviews to uphold documentation standards and correct any cases that need accuracy adjustments
- Export test data and build weekly and end-of-month error and trend reports, recognizing when results meet escalation criteria and raising them promptly to the appropriate team
- Support the Quality Management System (QMS) by identifying potential customer complaints, annotating and initiating complaint cases in the CRM, and logging all required information on FRMs
- Follow and help maintain SOPs and work instructions for case creation, error reporting, and complaint handling
- Act as a reliable bridge between customers and Sales, Operations, and Finance, following requests through to resolution and escalating complex problems with clear documentation and context
What You'll Need to Have
- Experience in customer support, customer operations, or technical customer service
- Strong problem-solving skills and the ability to think quickly in real-time situations
- Comfort working in CRM systems and managing detailed customer information
- Excellent communication skills and a natural ability to build rapport
- Strong organization and follow-through
- A proactive mindset with the ability to juggle multiple priorities
- Experience working in a point-of-care diagnostics company, or similar healthcare/diagnostics customer support role
- Experience supporting customers in a clinical or veterinary environment
Preferred but not required:
Interview Process
Our interview processes my differ slightly from role-to-role; however, most of our interviews will follow a similar pattern:
- Recruiter Interview
- Hiring Manager interview
- On-site Interview
- Decision
We are an early-stage company and may change our interview process from time-to-time, but our hope is everyone who interviews with us has a positive experience, even if an offer isn’t presented.
Fluxergy Benefits
Medical/Dental
- 95% medical benefit premiums (gold and platinum level) are paid by Fluxergy and covers you, your partner, and/or dependents
- 100% dental and vision (PPO) premiums paid for the Fluxergy employee, partner, and/or dependents
- 100% Life Insurance premiums paid for employee
Work/Life Balance Minded PTO
* 15 paid vacation days
* 2-week paid winter break
* 7 company paid holidays
* 5 paid sick days
Promote from within - many of our current leaders started their career with Fluxergy!
* Wear lots of hats / accelerate your career growth!
* We are a flat organization by design – lots of visibility!
Base Pay: $70,000 - $80,000/yr
Additional Information
Fluxergy is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristic.
Fluxergy participates in the E-Verify program. Please click here, here, here for more information.
Skills Required
- Experience in customer support, customer operations, or technical customer service
- Strong problem-solving skills and ability to think quickly in real-time situations
- Comfort working in CRM systems and managing detailed customer information
- Excellent communication skills and ability to build rapport
- Strong organization and follow-through
- Ability to juggle multiple priorities with a proactive mindset
- Experience working in a point-of-care diagnostics company or similar healthcare or diagnostics customer support role
- Experience supporting customers in a clinical or veterinary environment
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The Company
What We Do
Fluxergy was founded 10 years ago with a vision to democratize the world of laboratory testing, by making testing more accessible and affordable. Fluxergy’s platform technology enables us to understand our world and our health in ways that were never possible before. Fluxergy is developing a platform with multi-modal detection technologies which bring the variety of tests found in the central lab to the palm of your hand – This includes molecular testing like PCR, Immunochemistry and chemistry testing, and microscopy testing such as cytometry. Fluxergy’s platform vision is the detection of genes, proteins, small molecules, and cells with the same analyzer. The automated, sample-to-answer workflows can be customized for specific sample and testing methods.
