- Own the front door for clinicians, staff, and admins via Zendesk (email, chat, tickets, phone).
- Resolve the full range of day-to-day issues including password resets, audio file transfers, app restarts, login errors, and account configuration.
- Identify, document, and escalate product issues to engineering with enough context to accelerate resolution.
- Manage inbound volume with disciplined categorization and prioritization while maintaining response quality.
- Support time-pressured, non-technical users with patience and professional tone.
- Surface recurring user pain points and translate them into actionable insights for the product team.
- Partner with Customer Success to deliver a proactive support experience for enterprise agency clients.
ZendeskHIPAATroubleshooting