Customer Support Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide patient assistance via phone and email.

• Ensure clear, accurate responses and deliver a high-quality patient experience.

• Troubleshoot technical issues from start to finish.

• Collaborate with clinical, engineering, and operations teams to resolve challenges.

• Identify trends and recurring issues.

• Gather actionable feedback to enhance the product and care experience.

• Keep precise and thorough documentation of patient interactions.

• Achieve or surpass quality, response time, resolution time, and patient satisfaction goals.

• Maintain engagement and responsiveness during assigned shifts.

• Commit to ongoing learning and performance enhancement.

⛳️ Requirements

• A minimum of 2 years of experience in customer support, patient support, or within a contact center.

• Ideally experienced in a high-volume setting.

• Exceptional written and verbal communication skills.

• Ability to convey technical or clinical information in simple terms.

• Comfortable troubleshooting technical issues and identifying root causes.

• Familiarity with modern support tools like Intercom, Zendesk, HubSpot, or similar platforms.

• Experience in healthcare or a similarly regulated industry.

• Knowledge of handling sensitive information appropriately.

• Availability to work shifts throughout a seven-day support schedule, including evenings and weekends.

• Familiarity with HIPAA guidelines is advantageous.

• Employment eligibility verified through E-Verify.

🏝️ Benefits

• Bonus opportunities available.

• Full-time schedule of 40 hours per week.

• Seven-day work schedule with rotating shifts, including some nights and weekends.