SleepRes™, Inc.

• Serve as a primary point of contact for technical product support • Respond promptly and professionally to product support inquiries • Provide advanced troubleshooting support for medical devices and software applications • Collaborate cross-functionally with various teams to investigate and resolve product-related issues • Maintain accurate support tickets and documentation • Assist with product launches and software updates

• Respond promptly and professionally to customer inquiries via phone, email, and chat • Assist customers and patients with order management, product and service questions, troubleshooting, complaint resolution, and general support needs • Develop and ultimately follow established SOPs, documentation requirements, and escalation procedures for customer issues, complaints, and service requests • Accurately document customer interactions and update records in Salesforce, NetSuite, Microsoft Office, and other internal systems • Maintain professionalism, empathy, and strong communication skills while assisting customers and patients • Make outbound calls for follow-up, customer feedback, and additional service support as needed • Review customer feedback and identify trends to recommend service and process improvements • Demonstrate strong phone etiquette and deliver positive customer experience across all communication channels • Collaborate with team members to streamline processes and strengthen overall customer support • Manage time effectively and work independently in a remote environment • Adhere to scheduling, attendance, productivity, and quality expectations within a virtual contact center setting • Maintain confidentiality and ensure compliance with HIPAA and company data security standards • Navigate multiple systems and applications simultaneously while assisting customers • Participate in virtual team meetings, training sessions, and coaching activities