Customer Support Specialist

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

📋 Description

• Deliver high-volume inbound customer support via phone, chat, and email.

• Resolve 6–8 cases per hour while ensuring high levels of customer satisfaction.

• Manage complex customer interactions following the initial requests handled by AI agents.

• Diagnose software bugs and navigation challenges.

• Become proficient in the designated CE Broker or EverCheck platform.

• Inform customers about account options, features, upgraded plans, and employer functionalities available to them.

• Relay product feedback and recurring customer concerns to internal teams.

• Enhance the internal knowledge base and support documentation.

• Assist healthcare professionals and employers utilizing compliance, licensing, and certification software.

⛳️ Requirements

• A minimum of two years of experience in a contact center or customer support position, preferably within a SaaS environment.

• Familiarity with Zendesk or a comparable help desk system.

• Comfortable analyzing lengthy case histories and utilizing macros/saved responses.

• Quick learner of new software applications.

• Willingness to collaborate with AI tools and contribute to the evolution of support workflows.

• Exceptional spoken and written English skills.

• Capability to communicate technical procedures in a simple, approachable manner.

• Proficiency in Spanish is a significant advantage.

• An Associate's degree or higher is preferred.

• A quiet, dedicated workspace with no background noise.

• Internet speeds of at least 50 Mbps for downloads and 10 Mbps for uploads.

• A stable internet connection that can support clear phone calls throughout the duration of the shift.

• Legally authorized to work in the United States; no sponsorship is available.

• Availability from Monday to Friday, 11 am to 8 pm ET.

🏝️ Benefits

• Coverage of employee medical insurance premiums up to 100%.

• Options for HSA, FSA, and traditional medical, dental, and vision insurance for employees and their dependents.

• Dental and vision plans with 100% premium coverage for employees.

• 20–30 days of paid time off per year for full-time US employees, based on tenure.

• 14 paid holidays for teams based in the US.

• One floating holiday.

• One paid birthday holiday during the employee's birth month.

• 16 hours of Volunteer Time Off.

• Additional leave options available.

• Compliance with more favorable state and local leave regulations.

• 401(k) plan with company matching contributions.

• Access to financial planning education and resources.

• Annual Lifestyle Spending Account for wellness, work-from-home equipment, and other personal expenditures.

• 24/7/365 Employee Assistance Programs, which include counseling, legal and financial services, and care referrals.

• Carrot Fertility & Hormonal Support.

• Discounted elective-care plan through Beyond Med.

• Spot Pet Insurance.

• 100% employee health insurance premium coverage for employees in LATAM.

• Propelus Flex Club offering a flexible benefits platform and discounts for LATAM employees.

• 18 national holidays observed in Colombia.

• 12 national holidays observed in Costa Rica.

• Company-paid life insurance for LATAM employees.

• A remote-first, globally distributed work environment.

• Sponsored trips for employees celebrating 10- and 20-year work anniversaries.

• Professional development allowance available.