Avive Solutions Inc.

Customer Support Representative

Avive Solutions Inc.

full-time

Posted on:

Location Type: Hybrid

Location: Brisbane • California • United States

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Salary

💰 $70,000 per year

About the role

  • 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.

Requirements

  • 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootinghardware supportsoftware supportcase managementcustomer supporttechnical supportdevice setupconfigurationerror message interpretationdocumentation
Soft Skills
communication skillscustomer-first mindsetcuriosityeagerness to learnproblem-solvingownershipteam collaborationadaptabilityattention to detailcustomer experience focus