About Our Company:
InBody is a worldwide leader in the health metrics field, revolutionizing the industry with innovative technology and devices. InBody’s products are trusted by top research facilities, fitness centers, hospitals, and health centers around the world because of their accuracy, reproducibility, and ease-of-use.
We proudly produce advanced health technology designed to make understanding and improving health and wellness accessible to everyone. From class-leading body composition analyzers to user-friendly automated blood pressure monitors, our goal is to equip health and wellness professionals with the tools they need to help clients and communities improve their well-being.
About the Role:
We are looking for a Customer Support Specialist to provide technical and hardware support solutions for our customers located in the Eastern Standard Time zone (EST). You will be responsible for support for post-sales, product-related inquiries, and issues. You will collaborate to assist and resolve all requests with excellent customer service to ensure client satisfaction.
The ideal candidate has a hunger for delivering exceptional customer service and continuously expanding product and technical knowledge. We’re looking for an optimistic self-starter with strong communication skills, a solutions-oriented mindset, and excellent organizational abilities. It is crucial that the candidate thrives in our entrepreneurial company culture where change is constant, growth is immense, and opportunities abound.
If you excel at balancing customer service, technical knowledge, and operational excellence in a dynamic environment, this is the perfect position for you!
This is a full-time, remote position reporting to the Customer Success Manager.
Essential Responsibilities:
- Maintain up to date product and service knowledge base
- Create and manage support tickets
- Accurate record keeping and use of customer support software
- Provide exceptional service to external users, excelling in empathy, active listening, and ownership
- Support customers through various means of communication including email, phone, and chat
- Collaborate within your team and cross departmentally to resolve customer inquiries
- Ensure timely and successful resolutions for all customers’ issues and concerns
- Assist with consumer product returns, including refunds
- Create and maintain documents for customer units for repair and return shipments
- Create sales orders, estimates, and invoices for services using the ERP system
- Achieve desired CSAT scores
Essential Qualifications:
- Reside in one of the following states: AZ, CA, FL, CO, ID, IL, MN, NC, SC, OH, OR, TX, or WI
- Be available to work 8:00 AM - 5:00 PM, EST
- Excellent oral, written, and interpersonal communication skills
- Able to interact and support a wide range of people
- Strong troubleshooting, analytical, and problem-solving skills
- Knowledge of CRM or help desk/ticketing systems
- General knowledge of computer software applications
- Excellent organizational and time management skills with the ability to prioritize multiple projects and deadlines
- Proficiency with Microsoft Office
- Fundamental knowledge of electronic equipment & software programs
- Ability to work in a fast-paced environment with a commitment to quality and accountability
- Must pass the internal products certification training within the introductory period
Bonus Qualifications:
- Builds trust and rapport with customers through quality service and the desire for excellence
- Positive, helpful, and professional demeanor
- Able to think of the “big picture” and the overall customer journey when considering the customer’s experience
- Solution and service oriented
- A passion for helping others
- Dynamic, creative, and resilient
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Benefits Summary*:
- Medical (PPO), Dental (PPO), Vision (PPO), & Life Insurance*
- 401K Plan with up to 3% company match*
- Paid Vacation & Sick Leave*
- 11 annual paid holidays / Paid Time off for Birthday
- Gym membership reimbursement*
- Flexible Spending Account (FSA)*
- Discounted Pet Insurance
- Job-related training reimbursement*
*The above-stated benefits may change without prior notice and will begin after successfully completing the 90-day introductory period and/or other tenure requirements.
Pay Rate Range:
$20.50-$25.50 per hour
