Customer Support Specialist
New
P
PropelusHealthcare Technology
Remote - USFull-TimeMiddle
Salary18 - 22 USD per hour
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Job Details
- Languages
- Excellent verbal and written English; fluency in Spanish is a major plus.
- Experience
- 2+ years in a contact center or technical support role, specifically within the SaaS industry.
- Required Skills
- TroubleshootingTechnical supportCRMCustomer supportSaaSZendesk
Requirements
- 2+ years in a contact center or technical support role, specifically within the SaaS industry.
- Proficiency with Zendesk or a similar CRM.
- Excellent verbal and written English communication skills.
- Ability to learn new software platforms quickly and maintain a positive mindset toward AI in the workplace.
- Associate’s degree or higher is preferred.
- A quiet, dedicated, and professional home workspace.
- High-speed internet: Minimum 25–50 Mbps download / 5–10 Mbps upload.
- Stable connection capable of supporting consistent, high-quality VOIP phone calls.
Responsibilities
- Provide expert assistance via live chat, email, and phone, with potential for 80–100% of daily activity dedicated to inbound phone support.
- Resolve a minimum of 8 tickets per hour while maintaining high customer satisfaction.
- Utilize AI-augmented tools for initial ticket triage while managing complex human interactions.
- Troubleshoot software bugs and platform navigation issues beyond standard scripts.
- Proactively surface product feedback and recurring friction points to internal teams.
- Enhance internal knowledge base and streamline support documentation.
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