Senior User Support Specialist

Job Summary

A company is looking for a Senior User Support Specialist to provide empathetic and technical support to users while managing complex escalations and driving process improvements.

Key Responsibilities

• Maintain consistent ticket volume and high-quality handling across support channels, meeting established SLAs and driving customer satisfaction
• Guide users through complex escalations from problem discovery to resolution while ensuring member privacy and compliance with HIPAA
• Drive automation and process optimization by leveraging AI tools and collaborating cross-functionally to improve user experience

Required Qualifications

• Proven experience in leveraging AI tools for problem-solving and process improvement
• Demonstrated ability to manage complex workflows and collaborate cross-functionally
• Experience with Zendesk or a comparable ticketing platform
• Ability to work Monday through Friday, 9:00 a.m. to 5:00 p.m. Pacific Time
• Experience in a HIPAA-regulated or privacy-sensitive environment is preferred