Job Summary:

This position will perform over-the-phone, email, chat, and social media customer and technical support for Masimo’s non-RX products. Also will provide ecommerce support. Candidates will also provide leadership to other support agents including coaching, training, and assisting with certain other call center tasks. Candidates will also be a first-line escalation point for customer issues.

Duties & Responsibilities:

• Assist customers with setup and use of Masimo’s non-RX products.
• Educate customers with the setup and use of their products including hardware and software
• Candidates will provide leadership to other support agents including coaching, training, and monitoring quality
• Creates RMA’s whenever necessary
• Will respond to customer emails within turnaround times
• Escalate calls to other team members when needed.
• Document each call in a case ticketing system.
• Utilizes other tools such as Shopify for ecommerce functions, Hootsuite for social media, and Salesforce for logging cases and creating RMA’s
• Performs other duties or special projects as assigned.
• Monitors phone and email queues to minimize customer wait time to department standards
• Provide pre and post-sale support for Masimo’s ecommerce sales
• Works along with the management team to identify and respond to customer social media or review postings
• Be the first-line escalation point for customer issues.
• Provide backup to the team manager whenever necessary
• Provide recommendations for improving the support process.

Minimum Qualifications:

• Customer friendly attitude and excellent customer services skills.
• Technical aptitude to learn and follow instructions.
• Excellent written skills
• Strong working knowledge of Apple iOS and Android.
• Excellent problem-solving ability.
• Fluency in one or more of these languages – Italian, Spanish, French, German, Dutch, Japanese, and Arabic – are strongly preferred to support worldwide activity.
• Strong attention to detail.
• Ability to research solutions and work independently on tasks.

Preferred Qualifications:

• Strong written and verbal communication skills.
• Demonstrated ability to work in teams and individually with minimal supervision.
• Good documentation skills.

ABOUT US
For over thirty years, Masimo has been expanding the boundaries of noninvasive monitoring to improve patient outcomes and reduce the cost of care. Today, Masimo delivers a portfolio of hospital-trusted monitoring solutions to help increase patient safety, health, and wellness in the hospital and at home. When you join our team, you’ll be part of a culture that’s driven by passion, challenging the status quo, and making an impact in the lives of others.

Masimo is a federal contractor and therefore subject to the requirements outlined in Executive Order 14042. Consistent with the Executive Order, employees will be required to submit proof of vaccination prior to their start date as a condition of employment. Masimo is an equal opportunity employer and reasonable accommodation requests will be considered.

Masimo is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state or local law.

***NO AGENCIES PLEASE*** Thank you!