User Support Specialist

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

📋 Description

• Oversee the support queue, ensuring prompt email and phone responses while maintaining accuracy, comprehensive notes, and an excellent member experience.

• Diagnose app, device, and account issues to identify root causes, resolve problems, and ascertain when additional assistance is necessary.

• Achieve team objectives regarding response times, member satisfaction, and ticket quality while efficiently and accurately addressing issues.

• Take full responsibility for support requests until resolution, managing open tickets, tracking subsequent steps, and proactively updating members.

• Assist members in navigating challenging or sensitive circumstances with empathy, patience, and sound judgment.

• Recognize issues that impact multiple members or require further investigation, gather essential facts, and escalate them as needed.

• Work collaboratively with colleagues and other departments, providing clear updates and raising concerns promptly.

• Safeguard member information by adhering to HIPAA regulations and Hello Heart security protocols.

• Stay informed about product updates, identify common challenges faced by members, and propose enhancements to the member experience and support processes.

• Utilize authorized AI tools to enhance individual and team workflows, verify the accuracy of AI-generated outputs, and maintain the confidentiality of private information.

⛳️ Requirements

• Previous experience in customer support or technical assistance.

• Excellent written and verbal communication skills, with the ability to convey technical concepts in layman's terms.

• Strong analytical skills, sound judgment, and the ability to remain organized and precise during busy periods.

• Receptive to feedback, eager to learn from errors, and comfortable sharing ideas or seeking assistance.

• Familiarity with Zendesk or other customer support platforms.

• Experience with AI tools such as ChatGPT, Claude, or Gemini to address challenges or enhance daily operations, along with a willingness to explore new applications.

• A quiet and private workspace that ensures the protection of healthcare information.

🏝️ Benefits

• Positive, diverse, and supportive organizational culture.

• Collaborative, creative, and courageous work environment.

• Full-time employment opportunity.