Job Description

Fasikl

is an innovative Minnesota-based med-tech company. We are hiring a

Customer Support Representative

. This role supports patients and caregivers who rely on Fasikl's FDA-cleared AI therapeutic device.

You will help users successfully onboard, navigate the product, and resolve questions relating to device use, orders, and general support needs.

Position Overview

The

Customer Support Representative

is responsible for delivering timely, accurate

assistance to patients and caregivers. This includes answering calls and emails, supporting onboarding and setup, troubleshooting device or connectivity issues, and documenting interactions. This role requires strong communication skills, empathy, and technical competence to solve problems effectively.

This is an on-site position.

Key Responsibilities:

? Serve as the primary point of contact for patients and caregivers.

? Guide new users through onboarding, device setup, and usage questions.

? Troubleshoot device and connectivity issues and assist with resolution steps.

? Maintain accurate documentation of all interactions within support systems (e.g.,

Zendesk).

? Assist with resupply coordination, order updates, warranty inquiries, and general support needs.

? Identify patterns in patient feedback and escalate insights as appropriate.

What We're Looking For:

? Compassionate communicator with strong verbal and written skills.

? Technically competent and able to troubleshoot device and connectivity issues confidently.

? Organized and detail-oriented with strong documentation habits.

? Experience in customer service, patient support, medical device support, or call centers preferred.

? Familiarity with tools like Zendesk, Salesforce, EMRs, or similar platforms is a plus.

? Bachelor's degree preferred but not required.

Why This Role Matters

You will play a key role in supporting patients who depend on a first-of-its-kind AI therapeutic device. Your guidance helps ensure users feel confident, supported, and successful throughout their experience with the product.

Compensation & Benefits:

? Pay range: $22-$25/hr

? Medical, dental, and vision insurance

? PTO / paid holidays

? 401(k)

Pay: $22.00 - $25.00 per hour

Expected hours: 40.0 per week

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance
Work Location: In person