OCULUS, Inc.

IT Support

• Serve as a key connection between eye care professionals and our manufacturing labs
• Support the contact lens ordering process, including reorders and returns
• Monitor orders, resolve holds, and coordinate with manufacturing labs
• Communicate updates, changes, or delays with internal teams and partners
• Maintain accurate records of customer interactions and orders
• Partner with R&D and cross-functional teams to resolve technical challenges
• Capture customer feedback and contribute to ongoing product improvements
• Manage leads and customer data within the CRM system
• Support onboarding and account setup for new customers
• Stay current on industry trends, products, and technologies
• Deliver responsive support via phone, email, chat, and remote sessions
• Troubleshoot software, network, and system issues step-by-step
• Assist customers with installations, updates, and system setup
• Provide guidance on product functionality and complex technical inquiries

Operations Administrator – Technical Customer Support

Operations

• Serve as a primary point of contact for customers via phone, email, chat, and remote support
• Troubleshoot software, network, and system issues using curiosity and clear step‑by‑step guidance
• Support customers with software setup, updates, and reinstallation
• Learn and apply knowledge of WAVE’s medical devices and lens design solutions
• Guide customers through lens ordering, re‑ordering, and return processes
• Monitor orders, resolve issues, and communicate closely with manufacturing labs
• Partner with R&D when more complex issues arise
• Capture customer feedback and share insights to support continuous improvement
• Manage leads, data, and records within our CRM system
• Maintain accurate documentation and customer/lab records
• Follow up with prospects to collect documentation and assist with account setup
• Collaborate across teams within WAVE Eyecare and OCULUS to deliver great service and results
• Participate in ongoing training and learning within the contact lens and medical technology space
• Contribute to special projects that support a growing, innovative business

Operations Administrator – Technical Customer Support

Technical Operations Administrator