Senior Support Specialist
New
H
H1Healthcare data
US RemoteFull-TimeSenior
SalaryThis role pays $65,000 to $80,000 year, based on experience, in addition to equity in the form of Restricted Stock Units.
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Job Details
- Languages
- Fluent in English (written and spoken)
- Experience
- 6+ years in a customer-facing support role, including at least 2 years at a senior, lead, or escalation level
- Required Skills
- SQLSalesforceJiraMentoringZendeskCustomer support
Requirements
- Have 6+ years of experience in a customer-facing support role.
- Have at least 2 years of experience at a senior, lead, or escalation level.
- Have previous experience in a B2B SaaS business environment.
- Have hands-on experience with ticketing and issue-tracking systems such as Zendesk, JIRA, or Salesforce.
- Have a track record of leading projects or process improvements with cross-functional teams.
- Have experience mentoring, training, or guiding other support team members.
- Be fluent in written and spoken English and able to communicate clearly with senior stakeholders.
- Be able to distill complex concepts for audiences with different levels of technical expertise.
- Have strong organizational skills and be able to manage multiple issues and projects at once.
- Be able to work independently with very little direction and set your own priorities.
- Preferred: SQL skills and experience with AWS Athena, S3 Buckets, APIs, MS Excel, or G-Suite.
- Preferred: Experience with healthcare, life sciences, or data products.
Responsibilities
- Own complex, escalated customer issues from start to finish and escalate appropriately.
- Receive, answer, solve, or route tickets in Zendesk, working with Customer Success, Data, Engineering, and Product.
- Drive Jira escalations with Engineering and Product, and replicate and validate bugs for categorization.
- Construct and execute plans to identify, escalate, and remediate operational challenges.
- Lead small project teams by setting milestones, giving direction, and updating stakeholders and partner teams.
- Anticipate customer issues and blockers, and turn ticket trends and insights into solutions.
- Identify operational and data risks that block execution and build solutions.
- Mentor and coach team members and lead day-to-day activities when needed.
- Create, update, and own technical documentation and SOPs.
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