[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 CardioOne is a physician-centric partner that helps independent cardiology practices reach their full potential. It was founded in 2022, and is headquartered in Houston, Texas, USA, with a workforce of 51-200 employees. Its website is