[Remote] Customer Service Representative

Note: The job is a remote job and is open to candidates in USA. CardioOne is a company that partners with independent cardiologists to enhance patient outcomes through innovative solutions. They are looking for a dedicated Customer Support Representative to serve as the primary point of contact for medical practices and sales representatives, ensuring a seamless experience with their cardiac monitoring solutions.

Responsibilities

• Respond promptly to medical practices and sales representatives via email, phone, and text messaging
• Assist healthcare providers in the device hookup process for CardioDiagnostics’ cardiac monitoring solutions
• Troubleshoot and provide solutions for various cardiac monitoring devices and mobile applications
• Collaborate with internal teams to ensure timely issue resolution and customer satisfaction
• Maintain accurate documentation of customer interactions and support cases
• Identify and escalate potential problems or trends to the appropriate personnel
• Customer Support: Respond promptly and professionally to inquiries from medical practices, healthcare providers, and sales representatives via email, phone, and text
• Device Assistance: Support healthcare providers during the hookup and setup process of CardioDiagnostics’ cardiac monitoring solutions
• Troubleshooting: Diagnose and resolve technical issues related to cardiac monitors, phone transmitters, and portal features. Provide guidance on mobile application functionality and connectivity
• Advanced Tools: Utilize complex tools such as MDM (mobile device management systems), device logs, and remote monitoring dashboards for in-depth troubleshooting
• Documentation: Maintain accurate and detailed records of all customer interactions, issues, and resolutions within the company’s ticketing system, ensuring compliance with internal processes and quality standards
• Collaboration & Escalation: Work closely with internal technical, clinical, and operations teams to escalate issues that require advanced expertise, ensuring timely resolution and seamless communication back to the customer
• Training & Guidance: Occasionally assist in creating or updating user guides, FAQs, or training materials to help customers and colleagues better understand device and portal functionality

Skills

• High school diploma or equivalent (Associate's degree preferred)
• 1-2 years of experience in a customer service or support role
• Strong verbal and written communication skills
• Excellent critical thinking and problem-solving abilities
• Strong ethics, values, and attention to detail
• Ability to work independently and within a team in a fast-paced environment
• Proficiency in commonly used software (e.g., Microsoft Word, Excel, Outlook)
• Ability to learn and adapt to new software, platforms, and devices
• Associate's degree
• Healthcare or medical industry experience

Company Overview