Customer Support Representative

· In this role, you will contact newly trained patients for feedback regarding Acelis Connected Health’s service and satisfaction.

· The role includes providing testing support, product overview and basic technology instructions.

· Representatives will act as customer interface for product manufacturer inquiries.

· Also, general assistance as needed to achieve and maintain patient safety, success, and satisfaction with home monitoring.

· The following reflects management’s definition of essential functions for this job, but does not restrict the tasks that may be assigned.

· Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

· Knowledgeable of all products supported by Acelis Connected Health

· Contacts newly trained patients and performs follow up activities

· Coordinates telephone appointments for testing assistance or product overviews

· Performs product overviews and communicates to the proper department to evaluate retraining needs

· Responds to testing inquires, replacements or return requests if unable to use products

· Acts as customer interface for product manufacturer

· Submits performance activities for departmental metrics

· Promotes use of digital platforms

· Demonstrates understanding and adheres to company policies, processes and procedures

Problem Solving/Decision Making:

· Expected to assist with customer issues

· Coordinate and Communicate with affected departments in processes or operations

· Versatility, flexibility, and willingness to work within constantly changing priorities


· Responsible for time management, adherence to schedule and attendance

· Maintains a culture of accountability and standards

· Follows all regulatory policies, procedures, privacy, and security standards

· Completes required company programs for compliance

· To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

· The requirement listed below are representative of the knowledge, skill, and/or ability required.

· Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· High School diploma or equivalent

· Educational and/or experience in a clinical environment preferred

· Customer services experience preferred

· Communication Skills:

· Communicate clearly and concisely, both in writing and verbally with others in a professional manner

· Organize activities or projects and meet set objectives/deadlines

· Proficient on Microsoft office programs and keyboarding, specifically Outlook

· Use current technology and informatics

Physical Requirements:

· Must be able to work at a computer workstation for extended periods of time

· No lif ting over 10 pounds required without assistance

Job Requirements:

·            0-3 years’ experience required.

·            Takes inbound or places outbound calls to provide information to customers.

·            Utilizes a database to retrieve customer or company information.

·            Must be able to learn and follow detailed instructions, use a variety of resources and possess good organizational skills to provide accurate information.

·            Must demonstrate patience, tact, empathy and problem-solving skills with consistently good voice quality.

·            Can organize and handle calls with speed and accuracy.

·            Can work with complex computer applications and resource materials.

·            Can use multiple operating environments (Windows, DOS, Mainframe).

·            Previous experience may be required.


As an equal opportunity employer, ICONMA prides itself on creating an employment environment that supports and encourages the abilities of all persons regardless of race, color, gender, age, sexual orientation, citizenship, or disability.

Salary Range
$34,000.00 - 48,000.00
per Year
Salary range estimated by
Livermore, CA 94551, US
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