Backend Remote-emplois à wappingers-falls ∙ Page 1

Subscription Support Specialist

Laerdal Medical Benefits Include:

• Generous PTO & Holidays
• Hybrid and Compressed Work Week (for operations-based roles only)
• Comprehensive Medical, Dental, and Vision
• HSA & FSA Account Options, with employer HSA contribution
• 401k with Employer Match & Profit Sharing
• Tuition Reimbursement
• Wellness Reimbursement Program
• Professional Development Opportunities
• Pet Insurance
• Subsidized Cafeteria in NY based office

Position Overview:

The Subscription Support Specialist provides outstanding customer service and technical support for a wide range of digital tools and services. This role supports the Customer Care team by resolving subscription-related inquiries, troubleshooting issues, and assisting users across platforms such as RQI, TruCorp, vSim, DocuCare, HeartCode, SimX, and others.

Success in this role requires strong problem-solving skills, attention to detail, and the ability to work independently. The specialist collaborates closely with internal teams, sales, management, and external vendors to ensure smooth onboarding and effective license management using backend systems.

Responsibilities:

Customer Support & Technical Assistance

• Provide expert support, training, and guidance to internal and external customers via email, chat, and phone.
• Troubleshoot technical issues related to digital platforms, license verification, service disruptions, and account access.
• Ensure timely resolution of customer inquiries in alignment with service level agreements (SLAs)

Customer Onboarding & Implementation

• Lead onboarding and training for digital tools such as vRClinicals and Scenario Cloud.
• Own the implementation process for RQI Pro-Ed and Pre-Hospital segments, including:
  
  • Order entry coordination with the Contracts team.
  • Scheduling and leading customer-facing implementation meetings.
  • Managing work plans through to completion in collaboration with RQI-P, RQI Impact Managers, and the Gatesville support team.

Documentation & Continuous Improvement

• Maintain accurate and timely documentation of customer interactions and resolutions.
• Recommend improvements to products, systems, training, and documentation based on customer feedback and support trends.
• Collaborate with developers and stakeholders to drive enhancements and ensure customer satisfaction.

Cross-Functional Collaboration

• Partner with internal teams, sales, and third-party vendors to resolve complex issues and improve support processes.
• Attend team and stakeholder meetings as required.

Performance & Adaptability

• Meet or exceed KPIs related to customer satisfaction, response times, resolution rates, and communication quality
• Adapt to evolving business needs and customer demands while maintaining a positive, solution-oriented approach.

Requirements:

• Minimum 2 years of experience in customer service or help desk support.
• Bachelor’s degree preferred.
• Strong written and verbal communication skills.
• Proficient in Microsoft Office, Salesforce, Outlook, Teams, Zoom, and web navigation.
• Ability to work independently, manage time effectively, and prioritize tasks.
• Strong problem-solving and critical thinking skills.
• Customer-focused with a service-oriented mindset.
• Comfortable working flexible shifts (8 AM–8 PM), including Saturdays and occasional evenings/weekends.
• Skilled in multitasking with high attention to detail and accuracy.
• Innovative and proactive in identifying solutions and improving processes.

Salary Range: $50,000 - $52,000, eligible for 7% annual bonus

Please note that this range does not include any other compensation or benefits that an individual may be eligible for. The salary offered depends on a variety of factors, which may include, but not limited to; the qualifications of the individual applicant for the position, location, level of education attained, and/or professional certifications, years of relevant experience, special skills, etc. 

Laerdal Medical Corporation is committed to provide equal employment opportunities to all applicants and employees without regard to race, color, citizenship status, religion, sex, sexual orientation, gender identity, martial status, age, genetic information, status as an individual with a disability, status as a protected veteran or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity.