Optain

Customer Support

• Serve as Tier 2 support for customers escalating device feedback, complaints, and semi-technical product issues
• Reproduce, diagnose, and resolve problems across the hardware-software boundary
• Distinguish camera or hardware faults from software, image-quality, connectivity, EHR-integration, or user-technique issues
• Capture, document, and route device feedback and complaints according to Optain’s quality management system and applicable regulations
• Recognize reportable complaints or potential adverse events and escalate them to Quality and Regulatory
• Support Customer Success with semi-technical product and onboarding questions
• Bridge front-line Customer Success and Engineering support
• Create knowledge base articles, troubleshooting guides, and training resources
• Own product-team internal operations and projects, including requirements for support tooling and improved support and complaint-handling workflows
• Coordinate cross-functional projects from intake to delivery
• Track and analyze support and complaint trends with Quality
• Translate recurring problems into prioritized product improvement recommendations
• Represent the voice of the customer within the product organization
• Partner with Product, Engineering, Quality, Regulatory, and Customer Success
• Report to the VP of Product

Product Operations and Support Specialist