Customer Support Specialist II – Patients

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

📋 Description

• Address Tier 1 support tickets in a timely and professional manner through email, phone, and chat.

• Document and resolve cases in accordance with established SLAs utilizing Salesforce and Freshdesk.

• Deliver an empathetic, solutions-oriented customer experience.

• Dispatch CSAT surveys post-resolution, analyze trends, and relay insights to the team.

• Precisely record and convey case details across various teams.

• Create and maintain both internal and customer-facing knowledge base articles.

• Monitor and escalate recurring issues to Tier 2 or management as necessary.

• Utilize internal tools to manage workload, document interactions, and arrange follow-ups.

• Keep up to date with process changes, product updates, and workflows.

• Assist with light project management tasks, including tracking progress and updating deliverables.

• Engage in process enhancement initiatives and updates to internal documentation.

• Achieve a call answer rate of at least 90% and maintain a customer satisfaction score of at least 90%.

⛳️ Requirements

• Minimum of 4 years of experience in customer success, account management, or a similar field, ideally within a SaaS or technology environment.

• High School Diploma or GED is mandatory.

• Exceptional communication and interpersonal skills are required.

• Strong problem-solving and critical-thinking capabilities.

• Experience in a team or shift lead role is advantageous.

• Ability to manage multiple accounts and projects concurrently.

• Capacity to excel in a fast-paced, dynamic environment with changing priorities.

• Technical proficiency and a readiness to learn new software and systems.

• An Associate’s degree or Bachelor’s degree in Business, Marketing, Communications, or a related field is a benefit.

🏝️ Benefits

• Health insurance

• Dental insurance

• Vision insurance

• Paid time off

• 401(k) with company match

• Potential eligibility for additional compensation such as bonuses or equity

• Opportunities for career and skills development

• Ongoing professional growth

• Flexible work arrangements / remote work