Customer Support Specialist

PropelusHealthcare compliance

Remote - USFull-TimeJunior

Salary18 - 22 USD per hour

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Job Details

Languages: Excellent spoken and written English. Spanish fluency is a strong plus.
Experience: Two or more years of experience in a contact center or customer support role, ideally at a software as a service (SaaS) company.
Required Skills: SaaSZendeskCustomer support

Have two or more years of experience in a contact center or customer support role; SaaS experience is ideal.
Have experience with Zendesk or a similar help desk system.
Be comfortable reviewing long case histories and using macros (saved responses).
Learn new software quickly.
Be excited to work alongside AI tools and help shape how they are used in support.
Have excellent spoken and written English and explain technical steps in simple, friendly language.
Spanish fluency is a strong plus.
An associate's degree or higher is preferred.
Have a quiet, dedicated workspace free from background noise.
Have internet speeds of at least 50 Mbps download and 10 Mbps upload.
Have a connection stable enough to support clear phone calls throughout the shift.

Help customers through phone, chat, and email; channel mix depends on the team.
Resolve 6 to 8 cases per hour, depending on the team, while keeping customer satisfaction high.
Step in for complex conversations after AI agents handle the first step of many requests.
Troubleshoot software bugs and navigation issues, including cases without a written answer.
Become an expert user of the team's platform.
Help customers understand account options and features, including upgraded account options and plans for CE Broker customers.
Share product feedback and recurring customer issues with internal teams.
Work with the team to improve the internal knowledge base and support documentation.

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