Customer Support Specialist

Job Summary

A company is looking for a Customer Support Specialist to provide frontline support and enhance customer experience.

Key Responsibilities

• Manage the support queue by responding to customer inquiries via email/chat with urgency and empathy
• Troubleshoot and resolve customer issues by guiding them through workflows and identifying user errors or product bugs
• Effectively escalate complex issues to Engineering/Product with detailed documentation for further investigation

Required Qualifications

• Prior customer-facing experience is preferred, but exceptional new graduates are welcome
• Ability to learn new software quickly and adapt to product changes
• High ownership and follow-through in driving issues to resolution
• Comfort operating in a HIPAA-aware environment
• Basic understanding of technical concepts like APIs/webhooks is a plus