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…