Respond to customer support inquiries through phone, email/case, and chat channels.
Troubleshoot and resolve customer issues related to Avive AED hardware and RealConnect software.
Provide clear, accurate guidance to customers on device usage, setup, and troubleshooting.
Deliver a high-quality customer experience that supports the team’s strong CSAT and First Contact Resolution performance.
Diagnose and resolve issues related to Avive AED hardware and RealConnect software.
Guide customers through device setup, connectivity troubleshooting, configuration, and usage questions.
Interpret device behavior, error messages, and system status to identify root causes.
Document troubleshooting steps and resolutions in Zendesk.
Escalate complex issues to internal teams when necessary while maintaining ownership of the customer experience.
Coordinate RMA and replacement workflows when devices require repair or replacement.
Track and manage support cases from initial contact through resolution.
Ensure timely follow-up with customers to confirm successful resolution of issues.
Work closely with Customer Success, Product, Engineering, and Quality teams to resolve customer issues.
Share customer feedback and recurring technical challenges to support product improvements.
Contribute to internal documentation and troubleshooting resources.

4 + years of experience in customer support, technical support, or help desk environments.
Experience troubleshooting hardware and/or software products.
Familiarity with support tools such as Zendesk, Salesforce, or similar systems.
Experience managing customer cases, support tickets, and follow-up communications.
Strong written and verbal communication skills with a customer-first mindset.
Curious, eager to learn new tools and technologies, and thrives in an environment where processes evolve quickly.
Energized by Avive’s mission and excited to help deliver a best-in-class support experience that saves lives.

Customer Support Representative

Key skills