Customer Support Specialist
New
T
TeamBuilderHealthcare SaaS
Source API remote eligibility restrictions: United StatesFull-TimeMiddle
SalaryCompetitive Target Salary $73-75k base salary plus performance-based bonus opportunity and equity eligibility.
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Job Details
- Experience
- 3+ years of experience in Customer Support, Technical Support, Help Desk, Customer Success, or a related customer-facing role.
- Required Skills
- DocumentationSaaSZendeskTroubleshootingProcess improvementTechnical supportCustomer support
Requirements
- Have 3+ years of experience in Customer Support, Technical Support, Help Desk, Customer Success, or a related customer-facing role.
- Have experience working in a SaaS environment.
- Bring strong troubleshooting, problem-solving, and organizational skills.
- Have experience creating documentation, knowledge base content, or operational processes.
- Demonstrate excellent written, verbal, and active listening skills.
- Be able to manage competing priorities in a fast-paced, remote environment.
- Be able to build working relationships across teams and organizational levels.
- Preferred: experience in a support lead, team lead, or senior support capacity.
- Preferred: familiarity with support KPIs, CSAT, reporting, accountability programs, and team performance metrics.
- Preferred: experience using Zendesk, including workflows, automation, reporting, and administration.
- Preferred: experience supporting healthcare technology, workforce management, scheduling, or operations-focused software.
- Preferred: exposure to onboarding, implementation support, technical configuration, or product training.
- Preferred: bachelor's degree or equivalent experience; relevant certifications are a plus.
Responsibilities
- Resolve customer support requests from Tier 1 through Tier 3 and provide technical support to customers and internal teams.
- Understand customer issues, troubleshoot them, manage expectations, and communicate clear resolutions.
- Prioritize and manage concurrent requests while maintaining customer satisfaction.
- Escalate product, configuration, workflow, or implementation-related issues when appropriate.
- Create and maintain internal documentation, standard operating procedures, troubleshooting guides, and customer-facing knowledge base content.
- Develop and maintain Zendesk macros, templates, workflows, and automation tools.
- Analyze support trends and identify opportunities to reduce ticket volume and improve efficiency.
- Support KPI reporting, CSAT initiatives, and support performance analysis.
- Partner with Customer Success, Implementation, Product, and Engineering to resolve issues and share customer feedback.
- Support customer onboarding, training, and adoption efforts when needed.
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