Customer Support Specialist (HYBRID)

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. You will be responsible for being the first line of support for post-sales, product-related inquiries, and issues. You will work with fellow teammates while collaborating to assist and resolve all requests with excellent customer service to ensure client satisfaction. 

The ideal candidate has a hunger for delivering exceptional customer experiences and continuously learning new products, systems, and technologies. We’re looking for an optimistic self-starter with a positive attitude, exceptional communication abilities, and a service-oriented mindset who can build trust. It is crucial that the candidate thrives in our entrepreneurial company culture where change is constant, growth is immense, and opportunities abound. 

If you enjoy helping others, take ownership of solving problems, and are passionate about creating outstanding customer experiences while working with innovative technology, this is the perfect position for you! 

This is a full-time, hybrid position at our office located in Cerritos, CA reporting to the Customer Support Assistant 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 customer’s 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:    

• 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 helpdesk/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:  

• Bilingual Spanish preferred, but not required

• 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.  

Interview Process: 

As part of the hiring process, selected candidates will be required to complete a preliminary recorded video interview through WedgeHR. This step is mandatory, and applications will not be considered complete until the recorded interview has been submitted. Candidates who do not complete the Wedge HR interview will not be considered for the position. 

Benefits Summary*:  

• Medical (PPO), dental (PPO), vision (PPO), & life insurance* 

• Flexible spending account (FSA) and dependent care account (DCA)*     

• 401(k) plan with up to 3% company match*     

• Paid vacation and sick leave 

• 11 annual paid holidays and paid time off for birthday 

• Corporate wellness program, including gym membership reimbursement and monthly chiropractic and acupuncture services 

• 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:  

• $21.00 - $27.00 per hour 

COMMITTED TO EQUAL OPPORTUNITY  

Biospace Inc dba InBody believes in equal opportunity for all and is committed to ensuring all individuals have an opportunity to apply for those positions that they are interested in and qualify for without regard to race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic. Our equal employment opportunity policy statement, the Know Your Rights poster, and Pay Transparency Nondiscrimination Provision reaffirm this commitment.   

InBody is also committed to providing reasonable accommodations to qualified individuals with a disability so that an individual can perform job-related duties. If you are interested in applying for an employment opportunity and require special assistance or an accommodation to apply due to a disability, please contact our HR team at (323) 932-6503.