Niiko Health

Position: Customer Service Representative
Company: NikoHealth
Employment Type: Full-Time
Work Arrangement: Remote / Hybrid, based on business requirements

Position Summary

NikoHealth is seeking a professional and customer-focused Customer Service Representative to provide timely, accurate, and courteous support to customers and business partners. The successful candidate will serve as a primary point of contact, helping customers resolve questions, navigate services and systems, and receive an excellent overall support experience.

The ideal candidate should have strong communication skills, attention to detail, patience, problem-solving ability, and the ability to work effectively in a fast-paced healthcare technology environment.

Key Responsibilities

• Respond promptly and professionally to customer inquiries by phone, email, chat, or other approved communication channels.
• Provide accurate information regarding products, services, accounts, orders, billing, and general customer questions.
• Listen carefully to customers, identify their needs, and provide appropriate solutions.
• Troubleshoot basic customer issues and escalate complex matters to the appropriate department.
• Document customer interactions, requests, and resolutions accurately in company systems and CRM platforms.
• Follow established customer service procedures, policies, and communication standards.
• Manage multiple customer requests while maintaining accuracy and professionalism.
• Follow up with customers when additional information or action is required.
• Work collaboratively with internal teams to resolve customer concerns efficiently.
• Protect confidential customer and company information in accordance with applicable policies and requirements.
• Identify recurring customer issues and communicate trends or concerns to management.
• Maintain current knowledge of NikoHealth's products, services, processes, and support resources.
• Meet established service-quality, response-time, productivity, and customer-satisfaction goals.

Qualifications

• High school diploma or equivalent required; college degree or relevant training is a plus.
• Previous customer service, technical support, healthcare, SaaS, or administrative experience preferred.
• Excellent verbal and written communication skills.
• Strong listening, interpersonal, and problem-solving abilities.
• Professional, patient, and customer-focused approach.
• Strong attention to detail and organizational skills.
• Ability to manage multiple tasks and prioritize effectively.
• Comfortable learning and using CRM, ticketing, communication, and other business software.
• Ability to work independently while also collaborating effectively with a remote team.
• Reliable internet connection and appropriate workspace for remote work, if applicable.

Preferred Experience

• Experience supporting customers in healthcare or healthcare technology.
• Familiarity with SaaS platforms and cloud-based business applications.
• Experience working with CRM or customer-support ticketing systems.
• Understanding of healthcare operations, medical equipment, or related business processes.

Key Performance Expectations

Success in this position will be measured through customer satisfaction, response time, issue resolution, accuracy, productivity, communication quality, and adherence to company procedures.

Ideal Candidate: A dependable, empathetic, detail-oriented professional who enjoys helping people, solving problems, and delivering a consistently positive customer experience.