Customer Technical Support Specialist

Position Overview

This role supports customers through inbound phone calls, providing guidance and troubleshooting assistance as the first line of support.

This position will serve as the primary point of contact for existing Outset customers and internal field teams, including clinical users, hospital-based users, home users and caregivers, and Outset field-based

personnel. The role is responsible for ensuring that these various groups feel valued by Outset by understanding the customer’s needs and their environment in order to provide technical and clinical support for all Outset products. The position is expected to drive resolution of customer challenges and appropriately escalate issues that cannot be resolved. Accurate documentation of all complaints will be recorded in Outset’s CRM. This role must understand and adhere to established processes while making recommendations to improve overall team efficiency and deliver a high level of customer support that

drives satisfaction.

This position works closely with Escalation Support, Product Support, Field Service Engineering, Clinical Field Specialists, and Sales. The role serves as the primary point of contact for customer issues post-sale and acts as the initial problem solver for issues customers may encounter. The position leverages all available tools to resolve customer challenges in real time, enabling treatments to continue and reducing the need to dispatch Outset Field Service teams. The role requires the ability to communicate clearly in customer-friendly language and guide customers through troubleshooting steps as needed. Prior experience troubleshooting technical products either in person or via telephone is important, along with strong computer skills. This position is expected to perform duties during regularly scheduled shifts and participate in an on-call, weekend, and holiday rotation. Occasional travel is required for activities such as team meetings, training, and field ride-alongs.