Customer Support Representative

Avive•Brisbane, CA

10d•$70,000

About The Position

Avive Solutions is seeking a Customer Support Representative to join our growing Customer Experience team. Our support team plays a critical role in delivering exceptional service to customers who rely on Aviveâs life-saving technology. In this role, you will assist customers with both hardware and software-related questions, troubleshoot issues, and ensure timely resolution of support requests. You will interact with customers across multiple channels including phone, email, and chat, using tools such as Zendesk and Salesforce. We are looking for someone who is customer-focused, technically curious, and excited to work in a fast-paced startup environment where collaboration and problem-solving are key.

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 Aviveâs mission and excited to help deliver a best-in-class support experience that saves lives.

Nice To Haves

Experience working with a connected hardware + software platform is a plus.
Familiarity with RMA or device replacement workflows.
Experience working in a startup or high-growth environment.
Experience supporting enterprise, public sector customers, SLED, and commercial customers

Responsibilities

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 teamâs 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.