Customer Service Representative (Healthcare) - A238

Zendesk Salesforce Ticketing systems Google Workspace Google Docs Google Sheets Gmail Slack

Serve as the first point of contact for Tier 1 customer inquiries via phone, email, and ticketing systems. Investigate, troubleshoot, and resolve issues independently when possible. Apply critical thinking to determine whether issues are technical, procedural, or user-driven. Escalate cases to Technical Support or management only when appropriate and with complete context. Accurately document customer interactions, cases, and resolutions in CRM and internal systems. Maintain clear and complete records to ensure operational visibility and continuity. Ensure all cases meet quality and compliance standards. Identify recurring issues, workflow inefficiencies, and knowledge gaps. Provide actionable feedback to improve support processes. Contribute to the creation and maintenance of Help Center articles, internal documentation, and SOPs. Collaborate with internal teams to resolve customer issues effectively. Support consistent service delivery across departments. Communicate trends or systemic issues to relevant stakeholders.