Customer Care Representative – Connected Healthcare Systems

Austin, TX | Full-Time | | 2x Best Places to Work, Central Texas

This is a primarily remote position with occasional onsite work in Georgetown, Texas, to support customer fulfillment, inventory activities, and team collaboration. Because occasional onsite work is required, candidates must reside in the Austin metropolitan area.

We're looking for a customer-focused Customer Care Representative to support healthcare customers as they onboard and use RDC's connected healthcare solutions. This role serves as a trusted point of contact throughout the customer journey, helping customers navigate onboarding, answer questions, troubleshoot issues, and ensure an exceptional customer experience. The ideal candidate enjoys solving problems, communicating with customers, and coordinating across multiple teams to deliver timely, accurate support.

• Serve as the primary point of contact for customer inquiries via phone, email, and customer portal.
• Guide customers through onboarding and account setup.
• Troubleshoot customer issues and partner with internal teams to resolve concerns.
• Assist customers with billing questions, account maintenance, and general support.
• Document customer interactions accurately within CRM and support systems.
• Coordinate with Operations, Sales, and Product teams to ensure a seamless customer experience.
• Prepare, pack, and ship connected healthcare devices to customers as needed.
• Track shipments and assist with light inventory management and fulfillment activities.
• Identify opportunities to improve customer processes and share feedback with internal teams.

• 2+ years of experience in customer service, customer success, account management, or another customer-facing role.
• 2+ years of experience onboarding new customers or managing customer accounts.
• Experience supporting healthcare customers is preferred, with direct experience working with hospitals or health systems considered a plus.
• Excellent written and verbal communication skills.
• Strong organizational skills with the ability to manage multiple priorities.
• Comfortable learning and working across multiple software platforms, CRM systems, and support tools.
• A proactive problem solver who enjoys helping customers succeed.
• High attention to detail and strong follow-through.

• Experience with SaaS platforms, connected devices, or medical technology.
• Experience in a fast-paced, customer-focused environment.

Location This is a primarily remote position with occasional onsite work in Georgetown, Texas, to support customer fulfillment, inventory activities, and team collaboration. Because occasional onsite work is required, candidates must reside in the Austin metropolitan area.