Customer Support Specialist
Job Description
About Our Client
Founded in 2018, the company focuses on improving healthcare understanding through an AI-powered platform designed for medical conversations. It streamlines clinical documentation, allowing clinicians to concentrate on patient care. The platform converts patient-clinician interactions into structured clinical notes in real time, with strong EMR integrations. Its AI ensures trustworthy summaries by mapping them to verified information. The company is a leader in ethical AI use in healthcare, with a team of MDs, AI scientists, PhDs, technologists, and engineers dedicated to enhancing care experiences.
About The Role
The company values trust and is committed to providing exceptional products, services, and experiences. They are seeking motivated Customer Support Specialists to join a growing team and help scale customer support operations. The role focuses on ensuring user satisfaction and delivering outstanding customer experiences for both enterprise and individual clients. Responsibilities include responding to customer inquiries with care and contributing to the development of the support department to meet business demands.
Your responsibilities
– Provide timely support to users and colleagues by troubleshooting issues and answering questions, ensuring an exceptional experience.
– Gather and relay user feedback to product and operational teams to identify challenges and advocate for improvements in user experience.
– Utilize the CRM tool to communicate with users and appropriately track interactions and resolutions for data analysis.
– Approach complex issues with curiosity and determination to find solutions.
To be successful in this role, you
– Possess a minimum of 2 years of experience as a Tier 1 or Lead in a Customer Service Support role, ideally within a technology-focused team.
– Enjoy engaging with customers and are willing to put in the effort required, including working weekends or evenings as necessary.
– Exhibit excellent spoken and written communication skills, capable of explaining technical troubleshooting in an accessible manner.
– Are highly organized and capable of managing multiple priorities simultaneously while maintaining attention to detail.
– Work efficiently and are driven by results.
– Thrive in a fast-paced environment and adapt easily to changing circumstances.
– Have strong computer skills and are comfortable with various technologies.
Ideally, you have
– Familiarity with systems demanding strict compliance with privacy and security protocols (experience in Healthcare is a plus!).
– Experience working with CRM/Ticketing systems that require meticulous tracking.
Why Work Here?
– Join an innovative, mission-driven organization committed to enhancing healthcare understanding through AI.
– Gain the opportunity to collaborate with talented individuals while having ownership and impact in a high-growth startup.
– **Flexible/Unlimited PTO** — Salaried team members can take as much approved time off as necessary, plus 13 paid holidays.
– **Equity** — Offered to all salaried team members.
– **Medical Insurance** — 100% of the premium covered for employees, plus 75% for dependents, with 3 Aetna plans to choose from.
– **Dental & Vision Insurance** — 100% premium coverage for employees, plus 75% for dependents, with 2 Aetna plans available.
– **Flexible Spending (FSA) & Health Savings (HSA) Accounts**.
– **Learning and Development Budget** — $3,000 per year for coaching, courses, workshops, conferences, etc.
– **401k Plan** — Allows for pre-tax contributions towards retirement savings.
– **Paid Parental Leave** — 16 weeks of paid leave for all full-time employees.
– **Flexible Working Hours** — Emphasis placed on accomplishments rather than specific working hours.
– **Home Office Budget** — Reimbursement of up to $1,600 available to set up a home office.
– **Sabbatical Leave** — 30 days of paid leave available after 5 years of employment.
– …and much more!
Compensation
$38.46 – $57.69 per hour • Equity options available.
**Note: Must be available to work Monday through Friday, from 12:00 PM to 9:00 PM EST.**