About Avive:
About the Role:
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.
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.
What you'll do:
- 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.
Who you are:
- 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.
Bonus Points For:
- 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
Top Skills
What We Do
Avive Solutions, Inc. is a growth stage Automated External Defibrillator (AED) company with a connected response system that is rapidly gaining market share. We are a mission driven team that is quite literally saving lives. Sudden Cardiac Arrest (SCA) is a leading cause of death in the United States, and we are on a mission to change that! We are a dynamic organization that builds elegant, creative solutions to solve complex problems. Ultimately, our mission is for all cardiac arrest victims to have rapid access to life-saving defibrillation. Avive is taking a fresh approach to addressing this decades-old problem by innovating AED technology, coupled with a first-of-its-kind software platform solution to enable a quicker and more streamlined response to SCA emergencies. We believe that this unique combination of deploying advanced – yet still accessible – hardware, and software, has the potential to revolutionize out-of-hospital cardiac arrest response and massively impact SCA survival rates. Despite tackling a massive and complex public health issue, which has had the same dismal survival rate of 10% for decades, Avive does so with optimism and fervor. Fueled by the words and experiences of those whose lives have been impacted or lost to SCA, the Avive team has simply refused to accept the status quo, working relentlessly to move the needle on survival rates. Rory Beyer, Moseley Andrews, and Sameer Jafri came together with a seemingly simple idea – that anyone can and should be able to positively impact the outcome of a Sudden Cardiac Arrest (SCA) rescue. Drawn together by their complementary skills and background, they met at a conference focused on SCA prevention and quickly came to share a vision for the profound impact that a more effective solution could have on thousands of families every year. With Rory and Moseley’s technical expertise and a novel AED concept they had developed at MIT, combined with Sameer’s experience in SCA prevention through his non-profit organization – Saving Hearts Foundation, the three co-founded Avive in 2017. Our story is just beginning, and we hope you’ll come write it with us. https://youtu.be/XUiwcB_9bzw We are actively hiring, see how you can contribute at https://avive.life/careers/
Why Work With Us
If you'd like to learn more about what it’s like to work at Avive, visit https://avive.life/careers/ And check out our Glassdoor reviews at: https://www.glassdoor.com/Overview/Working-at-Avive-Solutions-EI_IE8305608.11,26.htm
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