MyCardio LLC dba SleepImage

Customer Support Specialist

The Customer Support Specialist reports to the Support Team Supervisor. The role provides customer support via telephone and e-mail, as well as maintains daily operations for support, shipping, and logistics.

JOB LOCATION AND HOURS

• Denver (Cherry Creek Area)
• 8:00am to 5:00pm, Monday-Friday

JOB RESPONSIBILITIES

• Provide customer support for complex software- and hardware-related requests professionally and promptly, in a courteous manner, via emails and phone calls
• Log correspondence with customers and maintain records in Company enterprise resource planning (ERP) & customer relationship management (CRM) systems
• Monitor and maintain open tickets/issues to preserve positive customer relationships
• Provide content for FAQs and other customer experience tools
• Work closely with the sales team to manage customer accounts and ensure customer needs are met
• Inform management of customer feedback relating to potential software defects and feature requests
• Coordinate logistics, process shipping and receiving of merchandise
• Monitor inventory levels and perform monthly physical inventory count
• Manage return merchandise authorization (RMA) process
• Follow Regulatory and Quality policies and procedures
• Suggest improvement to policies, procedures, processes and systems and/or as needed
• Perform additional duties and projects as assigned

JOB REQUIREMENTS

• Previous experience in customer support (minimum 3 years)
• Strong organizational skills
• Ability to work independently and with great attention to detail
• Ability to address 15-20 complex support requests via email per day
• Excellent written and verbal communication skills in English
• Professional attitude in dealings with clients and co-workers
• Ability to handle unexpected and/or delicate situations calmly, discreetly, and with sound
• judgment
• Previous experience using Mac OS computer systems and Microsoft Excel
• Willingness to learn and help maintain the Company’s Quality Management System
• Background in medical devices and/or sleep systems is preferred
• Working knowledge of ERP software systems is preferred
• Programming experience using Python is an added plus
• Ability to lift 35lbs

Job Type: Full-time

Pay: $45,000.00 - $50,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Application Question(s):

• This position heavily involves written communication with customers. How would you describe your writing skills?
• Are you willing to undergo a background check, in accordance with local law/regulations?

Experience:

• Microsoft Excel: 1 year (Preferred)
• Customer support: 1 year (Required)

Language:

• English (Required)

Work Location: In person