Specialty
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The role
The company, a retail healthcare technology provider serving over 40,000 clinics, is hiring a Tier 1 customer support specialist focused on patients. The role answers tickets by email, phone and chat, working in Salesforce and Freshdesk.
What you will do
- Respond to Tier 1 support tickets by email, phone and chat
- Document and resolve cases within SLAs using Salesforce and Freshdesk
- Send CSAT surveys after resolution and share trends with the team
- Write and maintain internal and customer-facing knowledge base articles
- Escalate recurring issues to Tier 2 or management
- Help with light project tracking and process improvement
What they ask for
- 2+ years in customer success, account management or related work, preferably in SaaS
- High school diploma or GED; a degree is a plus
- Strong communication and interpersonal skills
- Good problem-solving and the ability to manage several accounts at once
- Comfortable in a fast-paced setting and willing to learn new software
- Targets of 90% or higher call answer rate and customer satisfaction
What they offer
- Base pay of 20 to 23 dollars
- Health, dental and vision coverage
- Paid time off
- 401(k) with company match
- Possible bonuses or equity
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