Serve as the primary frontline point of contact for routine customer inquiries (login issues, password resets, user setup, device ordering, basic “how do I” workflows)
Provide reliable phone and ticket intake coverage during business hours
Accurately document customer interactions within Zoho and associated systems in alignment with QMS standards
Resolve high-volume, repeatable workflows independently and efficiently
Triage complex or technical issues appropriately to Tier 1 with clear documentation and context
Maintain operational consistency in user provisioning, ordering workflows, and portal-related tasks
Identify recurring friction points and escalate patterns proactively
Contribute to documentation improvements and customer-facing enablement resources
Demonstrate steady improvement in software fluency and device workflow knowledge within first 3–6 months
Achieve strong responsiveness metrics and positive customer interaction feedback
Spend much of the day on the phone first response to customers
Consistently meeting or exceeding your goals while taking advantage of growth opportunities as they become available demonstrating results & readiness to take on new challenges

CPSGT/RPSGT or other active sleep credential
Experience in sleep medicine, sleep technology, or a related allied health field
2+ years of experience in customer support, operations, healthcare support, or medical device environment
Experience handling high-volume ticket or phone-based support workflows
Strong written documentation skills and attention to detail
Comfort navigating multiple software systems simultaneously
Ability to follow structured processes in regulated environments
Clear and professional communication skills (phone and written)
Strong organizational skills and ability to prioritize competing tasks

Customer Experience Specialist

Key skills