Subscription Support Specialist

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 Customer Support Specialist delivers high-quality support across the full digital customer lifecycle-from onboarding and implementation to ongoing adoption and success. This role ensures a seamless experience with Laerdal's subscription-based products by providing technical support, implementation guidance, and proactive problem resolution.
You will support a broad portfolio of digital solutions (including RQI, Scenario Cloud, vSim, DocuCare, and others), guiding customers through onboarding, account setup, licensing, and adoption. Acting as a trusted resource, you will resolve technical and subscription-related issues across phone, email, and chat while diagnosing root causes and delivering effective solutions.

Responsibilities:

Customer Support & Technical Expertise

• Provide expert technical support and training on subscription-based and digital solutions
• Support customers via phone, email, and chat with timely, accurate resolution
• Troubleshoot issues (platform functionality, access, licensing, service disruptions, configuration)
• Escalate complex issues and collaborate with teams for resolution
• Support onboarding and adoption of vR Clinicals, RQI, Scenario Cloud, and related tools

RQI Implementation & Project Ownership

• Support implementation of RQI Pro-Ed and Pre-Hospital programs
• Manage implementation lifecycle, including order coordination, planning, and execution
• Lead customer meetings, track deliverables, and ensure successful deployment
• Partner with cross-functional teams to deliver a seamless implementation experience
  

Documentation, Reporting & Continuous Improvement

• Maintain accurate documentation, records, and implementation tracking
• Identify trends and recommend improvements to products, processes, and training
• Collaborate with internal teams to improve resolution speed and customer outcomes
  

Customer Advocacy & Problem Resolution

• Analyze customer needs to identify root causes and deliver effective solutions
• Promote self-service resources and best practices to drive adoption
• Leverage tools and systems to provide efficient, customer-focused resolutions

Cross-Functional Collaboration

• Participate in team initiatives, training, and meetings
• Partner with stakeholders across teams to resolve issues and improve processes

Adaptability & Professionalism

• Adapt to changing priorities and customer needs in a fast-paced environment
• Manage multiple priorities while maintaining a professional, customer-focused approach

Requirements:

• Minimum of 2 years of experience in
  customer service, technical support, help desk, implementation support, or a
  related customer-facing role required.
• Bachelor's degree is preferred or
  an equivalent combination of education and relevant experience.
• Flexibility to support business needs within operating hours of 8:00 AM to 8:00 PM, Monday through Friday, including occasional Saturdays. Willingness to work evenings, weekends, overtime, or adjusted schedules as required.
• Strong technical aptitude and computer
  proficiency, including experience with software applications, troubleshooting,
  installation, and user support. Preferred experience includes Microsoft Office
  Suite, Salesforce, QAD, Outlook, Microsoft Teams, Zoom, database applications,
  web-based platforms, and internet technologies
• Creative and solution-oriented mindset with the
  ability to identify alternative approaches and develop innovative solutions to
  complex customer challenges.
• Excellent written and verbal communication skills,
  with the ability to effectively communicate technical and non-technical
  information to diverse audiences.
• Strong customer-centric approach with a passion for
  delivering high-quality service and building positive customer relationships.

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.