Customer Support Specialist

Job Summary

To support a growing healthcare technology company, the full-time Customer Support Specialist will efficiently handle Tier 1 support tickets, enhance customer satisfaction through empathetic interactions, and collaborate across departments while working remotely.

Key responsibilities

• Respond promptly to support tickets via email, phone, and chat, documenting and resolving cases within established SLAs
• Provide a solutions-focused experience for customers, analyze CSAT survey results, and share insights for continuous improvement
• Collaborate with teams to document case details, maintain knowledge base articles, and escalate recurring issues as necessary

Required qualifications

• 4+ years of experience in customer success, account management, or a related field, preferably in a SaaS or technology company
• High School Diploma or GED required; Associate's or Bachelor's degree in Business, Marketing, Communications, or a related field is a plus
• Experience as a team or shift lead is preferable
• Ability to manage multiple accounts and projects simultaneously in a fast-paced environment
• Technical aptitude and a willingness to learn new software and systems