Customer Support Specialist
New
P
PropelusHealthcare SaaS
Remote - USFull-TimeMiddle
Salary18 - 22 USD per hour
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Job Details
- Languages
- English (fluency in Spanish is a major plus)
- Experience
- 2+ years in a contact center or technical support role
- Required Skills
- SaaSZendeskTroubleshootingTechnical supportCRM
Requirements
- 2+ years of experience in a contact center or technical support role within the SaaS industry.
- Proficiency with Zendesk or a similar CRM platform.
- Ability to navigate deep ticket histories and utilize macros efficiently.
- Excellent verbal and written English communication skills.
- Positive mindset toward AI tools and ability to learn new software platforms quickly.
- High-speed internet connection (minimum 25–50 Mbps download / 5–10 Mbps upload).
- Stable VOIP connection for high-quality phone calls.
- Quiet, dedicated, and professional home workspace.
- Associate’s degree or higher is preferred.
- Spanish fluency is considered a major plus.
Responsibilities
- Provide expert assistance via live chat, email, and phone, with potential for heavy inbound phone volume.
- Maintain high performance standards by resolving a minimum of 8 tickets per hour while ensuring customer satisfaction.
- Manage complex human interactions within an AI-augmented support workflow.
- Troubleshoot software bugs, navigation issues, and platform errors as a 'power user'.
- Educate customers on upgraded CE tracking account options and appropriate plan selection.
- Surface product feedback and recurring friction points to internal teams to improve user experience.
- Collaborate on internal knowledge base enhancements and support documentation.
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