Customer Support Representative, Tier I/II

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

📋 Description

• Deliver high-quality, prompt resolution of customer support inquiries ranging from Tier 1 to Tier 3.

• Comprehend customer concerns prior to providing responses, troubleshooting, or escalating issues.

• Manage customer expectations by communicating clear and actionable solutions.

• Prioritize and handle multiple simultaneous requests while ensuring customer satisfaction.

• Provide technical assistance to both customers and internal teams.

• Escalate issues related to products, configurations, workflows, or implementations when necessary.

• Create, maintain, and enhance internal documentation, standard operating procedures (SOPs), troubleshooting guides, and customer-facing knowledge base content.

• Identify gaps in documentation and develop resources to enhance consistency and self-service options.

• Analyze support trends to pinpoint opportunities for reducing ticket volume and increasing efficiency.

• Develop and sustain Zendesk macros, templates, workflows, and automation tools.

• Suggest and implement process enhancements.

• Assist with KPI reporting, customer satisfaction (CSAT) initiatives, and support performance evaluations.

• Collaborate with Customer Success, Implementation, Product, and Engineering teams.

• Relay customer feedback, recurring issues, and opportunities for enhancements.

• Support onboarding, training, and adoption efforts as required.

• Report to the Customer Success Manager; no direct reports.

⛳️ Requirements

• Over 3 years of experience in Customer Support, Technical Support, Help Desk, Customer Success, or a similar customer-facing role.

• Experience within a SaaS environment.

• Strong skills in troubleshooting, problem-solving, and organization.

• Proven experience in creating documentation, knowledge base content, or operational processes.

• Excellent written, verbal, and active listening skills.

• Capability to manage competing priorities in a dynamic, remote environment.

• Ability to foster strong working relationships across teams and organizational levels.

• Bachelor's degree or equivalent experience; relevant certifications are advantageous.

• Preferred: experience in a support lead, team lead, or senior support role.

• Preferred: familiarity with support KPIs, CSAT, reporting, accountability programs, and team performance metrics.

• Preferred: experience using Zendesk, including workflows, automation, reporting, and administration.

• Preferred: experience supporting healthcare technology, workforce management, scheduling, or operations-focused software.

• Preferred: exposure to onboarding, implementation support, technical configuration, or product training.

🏝️ Benefits

• Annual performance bonus opportunity.

• Equity opportunities for eligible roles.

• Medical, Dental, and Vision coverage with a 70% company contribution toward medical premiums.

• Health Savings Account (HSA) eligible plan options.

• 401(k) with a 3% company match.

• 15 days of PTO plus company holidays.

• Fully remote work environment with minimal travel required.

• Employee Assistance Program (EAP).

• Tech and wellness reimbursements.

• Home-office setup.

• Annual company off-site.