This role is essential to provide a direct point of contact for our growing customer base and partner networks. The appointment of a KardiaPro Customer Care Associate will alleviate the current team from splitting these responsibilities and ensure more efficient handling of Level 2 support issues.
Key Responsibilities:
- Manage KardiaPro account activation and deactivations
- Manage incoming web tickets via [email protected] .
- Respond to customer inquiries using a Zendesk-integrated KardiaPro phone line.
- Document and relay client requests for product enhancements.
- Identify and fix bugs and issues within the platform.
- Collaborate with the back-end KardiaPro team on complex issue resolution.
- Address and support queries from vendors and partners.
- Manage the Zendesk KardiaPro support area.
Qualifications & Skills:
- Minimum of 5+ years of demonstrated work experience in providing exceptional customer service, particularly in a healthcare or medical technology environment.
- Ability to work independently using own judgement to assist customers and clinical accounts with requests.
- Proven ability to resolve Level 2 support issues, ensuring comprehensive coverage and timely resolution.
- Excellent communication and interpersonal skills.
- Strong organizational skills.
- Attention to detail in documenting customer interactions, platform issues, and enhancement requests.
What Were Looking For: An individual who is passionate about customer service, has a knack for problem-solving, and can effectively handle multiple tasks. The ideal candidate should be comfortable with tech platforms and have excellent communication skills.
