Customer Support Specialist II - Patients
Role details
- Location: United States
- Work arrangement: Remote
- Employment type: Full time
Overview
The hiring organization is seeking a Customer Support Specialist II - Patients to deliver high-quality, empathetic support across email, phone, and chat channels. This role focuses on resolving Tier 1 support tickets, managing customer documentation, coordinating cross-departmental escalations, and supporting continuous improvement initiatives across retail healthcare technology platforms.
Key responsibilities
- Respond promptly and professionally to Tier 1 support tickets via email, phone, and chat, documenting and resolving cases within established SLAs using Salesforce and Freshdesk.
- Provide an empathetic, solutions-focused customer experience, sending post-resolution CSAT surveys, analyzing customer feedback trends, and sharing insights with the team.
- Maintain key operational standards, targeting a Call Answer Rate of ≥90% and a Customer Satisfaction Score of ≥90%.
- Record and communicate case details across teams, develop and maintain internal and customer-facing knowledge base articles, and escalate recurring issues to Tier 2 or management for timely resolution.
- Leverage internal tools to manage daily workload, document interactions, schedule follow-ups, and stay current on product updates, processes, and workflows.
- Assist with light project management tasks such as progress tracking and deliverable updates, and participate in team process improvement initiatives.
Qualifications
- 4+ years of experience in customer success, account management, or a related field, preferably in a SaaS or technology company.
- High School Diploma or GED required. Associate’s degree or Bachelor’s degree in Business, Marketing, Communications, or a related field is a plus.
- Strong communication and interpersonal skills, with the ability to build rapport and trust with customers.
- Excellent problem-solving and critical-thinking abilities.
- Experience as a team or shift lead is preferable.
- Ability to manage multiple accounts and projects simultaneously.
- Thrives in a fast-paced, evolving environment with shifting priorities.
- Technical aptitude and a willingness to learn new software and systems.
Compensation and benefits
- Base pay: $22.00-$25.00
- Eligible for benefits including health, dental, vision, paid time off, and a 401(k) with company match.
- May be eligible for additional compensation such as bonuses or equity, as applicable.