Customer Support Representative, Avive Solutions
$70-80.5k
Office located in Brisbane, CA
Automated external defibrillators
Job no longer available
Automated external defibrillators
101-200 employees
Job no longer available
$70-80.5k
Office located in Brisbane, CA
101-200 employees
Company mission
To increase the survival rate for sudden cardiac arrest (SCA) by proactively empowering people with reliable life-saving tools.
Role
Who you are
- 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
- 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
Desirable
- 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
What the job involves
- 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 Avive’s 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
- 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
Our take
Sudden Cardiac Arrest (SCA) is a leading cause of death in the US, taking the lives of over 350,000 people per year. Currently, the survival rate for SCA is extremely low, but chances rise substantially if treatment can be administered quickly.
Avive Solutions exists to support better survival rates for SCA. The idea is to supply normal people with the tools to save lives by developing and supplying automated external defibrillators (AEDs). The company's machines, which are currently the most portable FDA-approved AEDs on the market, not only act as defibrillators but also connect to other devices for remote monitoring and can communicate with 911.
With the ultimate vision that no witnessed SCA goes untreated, there is no denying that Avive's undertaking is a noble one. With recognition from the International Design Excellence Awards and substantial growth funding under its belt, it is building a connected AED network in cities that enables AEDs to be used on Sudden Cardiac Arrest cases well before emergency services can arrive on scene.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 7 rounds)
Apr 2024
$56.5m
LATE VC
Mar 2022
$22m
SERIES A
Total funding: $97m
Company benefits
- Healthcare: Avive offers comprehensive medical, dental, and vision plans to ensure employee health care needs are met
- Employee equity package: Every team member has a vested stake in the success of the company and is granted a generous equity package with employment
- Subsidized AED program: Employees have access to a subsidized AED program, ensuring they can equip their homes and communities with lifesaving technology at a reduced cost
- Savings & Retirement: Avive helps employees reach their retirement goals. We offer a 401k contribution of 3% of an employee's base pay - starting Day One
- Time Away: Time to rest and recharge is important. With 11 paid holidays, accrued PTO days, and three additional floating holidays, employees can enjoy flexible time off when needed
- And Much More: We believe in fostering a fun and engaging work environment. From team lunches and office snacks to exciting events and celebrations, we prioritize opportunities for connection and collaboration
Company HQ
Brisbane, CA
Leadership
Sameer Jafri
(CEO)Founder and President of the Saving Hearts Foundation. Previously co-founded Twazer, and was a Clinical Research and Laboratory Assistant at Immunicom.
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