User Support Specialist

New

Hello HeartDigital health

Remote USFull-Time

Salary60,000 - 72,000 USD per year

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Job Details

Required Skills: Problem SolvingWritten communicationZendeskVerbal communicationTechnical supportCustomer support

Have prior experience in customer support or technical support.
Communicate clearly in writing and verbally, including explaining technical issues in simple terms.
Demonstrate problem-solving skills, good judgment, and the ability to stay organized and accurate when work is busy.
Be open to feedback, willing to learn from mistakes, and comfortable sharing ideas or asking for help.
Have experience using Zendesk or another customer support system.
Have experience using AI tools such as ChatGPT, Claude, or Gemini to solve problems or improve daily work, and an interest in learning new uses for them.
Have a quiet, private workspace that protects healthcare information.

Manage the support queue and respond to members by email and phone with accurate work and clear notes.
Investigate app, device, and account issues, resolve them, and determine when further help is needed.
Meet team goals for response times, member satisfaction, and ticket quality.
Own support requests through resolution, track next steps, and keep members updated.
Support members in difficult or sensitive situations with empathy, patience, and judgment.
Identify issues affecting multiple members, gather key facts, and escalate them to the appropriate team.
Work with teammates and other departments, share updates, and raise concerns that could delay resolution.
Follow HIPAA guidelines and Hello Heart security policies to protect member information.
Stay current on product changes, identify common member challenges, and suggest support improvements.
Use approved AI tools to improve work and team processes, checking results for accuracy and protecting private information.

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