Note: The job is a remote job and is open to candidates in USA. TeamBuilder is a rapidly growing healthcare SaaS company on a mission to transform healthcare with our innovative technology. They are looking for a Customer Support Representative who will be a vital part of the customer success team, providing solutions to customer support requests and collaborating with internal teams to enhance client experience.
Responsibilities
- Provide high-quality, timely solutions to a variety of customer support requests, (typically Tier 1/2) responding to 10-20 tickets per day
- Manage customer expectations and provide clear, actionable resolutions while minimizing disruption to their business
- Adhere to ticket processing workflows, ensuring all issues are logged, prioritized and escalated as needed
- Share technical expertise with clients, guiding them through the use of TeamBuilder’s platform and promoting adoption of our learning and optimization tools
- Collaborate with internal teams to share best practices and contribute to the documentation and streamlining of support procedures
- Participate in shift coverage as required, ensuring client needs are met across time zones
Skills
- Ability to work remotely across multiple time zones
- Actively seek to learn, and become expert on TeamBuilder's product to support product delivery and customer success; demonstrate precision in handling tasks and support requests
- Must have stamina and the ability to prioritize and manage multiple tasks and requests simultaneously in a fast-paced environment
- Collaborate cross-functionally and engage in inventive problem-solving
- Excellent active listening, written, and verbal communication abilities
- Ability to establish and maintain effective relationships with customers and colleagues at all levels
- Display a strong commitment to our mission, customer success, and delivering outstanding results
- Undergraduate degree preferred or equivalent work experience required
- Some experience in technical customer service or a help desk role, preferably within a start-up SaaS environment
- Some experience with computer programming or a help-desk background answering live chats and emails is desirable
- Use of Zendesk is desirable
Benefits
- Paid time off
- Medical benefits
- The potential for an annual performance bonus
- Equity
Company Overview