Customer Support (Tier I/II) Representative
New
T
TeamBuilderHealthcare SaaS
United States, Ability to work remotely across multiple time zones, with flexibility to shift hours based on client demand and location.Full-TimeEntry
SalaryCompetitive and includes paid time off, medical benefits, and the potential for an annual performance bonus and equity.
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Job Details
- Required Skills
- SaaSZendeskTechnical supportCustomer support
Requirements
- Experience in technical customer service or a help desk role, preferably within a professional or clinical environment.
- Experience with SaaS customer service or a client-facing help-desk background answering live chats and emails.
- Undergraduate degree or equivalent work experience.
- Knowledge of Zendesk is desirable.
- Ability to prioritize and manage multiple tasks simultaneously in a fast-paced environment.
- Strong active listening, written, and verbal communication skills.
- Ability to work remotely across multiple time zones with flexible shift hours.
- Capacity to collaborate cross-functionally and engage in problem-solving.
Responsibilities
- Provide high-quality, timely solutions to a variety of customer support requests (typically Tier 1 and 2), responding to approximately 20+ tickets per day.
- Manage customer expectations and provide clear, actionable resolutions while minimizing disruption to their business.
- Adhere to ticket processing workflows, ensuring all issues are logged, prioritized, and escalated as needed.
- Share technical expertise with clients, guiding them through the use of the platform and promoting adoption of learning and optimization tools.
- Collaborate with internal teams to share best practices and contribute to the documentation and streamlining of support procedures.
- Participate in shift coverage as required, ensuring client needs are met across time zones.
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