Customer Support Specialist

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

📋 Description

• Deliver first-level assistance for incoming inquiries and requests from end users, staff, and patients.

• Maintain full accountability for meeting end-user support requirements, ensuring prompt, dependable, and courteous service.

• Engage in and comply with established standard operating procedures.

• Contribute to the development and enhancement of work instructions, procedures, and documentation.

• Exhibit outstanding attendance.

• Mentor and support the training of new Customer Support Specialists.

• Serve as a point of contact for transferring complex issues prior to escalation beyond the Level 1 support team.

• Conduct regular queue management to guarantee compliance with standard operating procedures.

• Maintain the necessary skills to address incidents and requests in accordance with defined service levels.

• Provide insights and feedback obtained from customer interactions.

• Update information in Knowledge Management databases.

• Execute additional tasks as assigned.

⛳️ Requirements

• Exceptional verbal and written communication abilities.

• Professionally address phone calls, emails, chats, and voicemails related to customer support.

• Experience in technical writing.

• Creative, team-oriented problem solver.

• Strong interpersonal and customer service skills.

• Deep commitment to delivering quality service.

• Excellent organizational, time management, and follow-through capabilities.

• Ability to prioritize tasks and delegate when necessary.

• Capability to perform well in a fast-paced and sometimes stressful environment.

• Experience with troubleshooting Microsoft Office applications.

• Ethical and critical thinking skills.

• Ability to type a minimum of 25 words per minute.

• High school diploma or equivalent.

• Capacity for prolonged periods of sitting at a desk and working on a computer.

• Must be able to lift up to 15 pounds occasionally.

🏝️ Benefits

• Monday to Friday, first shift hours, totaling 40 hours per week.

• Remote work option available.

• Work hours aligned with the Central Time Zone.