Assistenz zur Unterstützung der Bereichsleitung bei organisatorischen und administrativen Aufgaben. Planung von Terminen und Geschäftsreisen sowie Durchführung von Projekten im Bereich Packaging.
RS
Hybrid Customer Support Specialist
Posted 2 months ago
About the role
- Customer Support Specialist ensuring exceptional support for users of Repisodic's digital health products. Collaborating to enhance customer engagement and satisfaction while resolving inquiries.
Responsibilities
- Develop and maintain working functional knowledge of the Repisodic platform and its key components to effectively address customer inquiries.
- Apply strong diagnostic and troubleshooting skills to identify, isolate and resolve Tier 1 issues related to user access, permissions, data accuracy and routine technical errors.
- Manage the full ticket lifecycle by promptly responding to, resolving and documenting all customer support inquiries using the designated ticketing system and internal documentation.
- Achieve and maintain target Service Level Agreements (SLAs) for ticket response (e.g. < 30 minutes) and resolution, actively managing the personal queue to prevent backlog escalation.
- Execute clear and defined escalations to seamlessly transition complex or technical issues to the appropriate Tier 2 team for resolution.
- Handle customer complaints and critical feedback with professionalism and empathy providing clear solutions, documented options and consistent follow-up to secure final resolution.
- Maintain meticulous records of all customer interactions, accounts and documentation within Zendesk and Salesforce, ensuring strict adherence to communication protocols.
- Reach out to post-acute care organizations to verify their information related to customer support tickets as well as ongoing company projects.
- Actively contribute to a positive, collaborative team culture and provide constructive feedback to management to assist with continuous improvement of support processes.
Requirements
- Minimum 2 years of experience in a customer support or client service representative role.
- Solid communication skills by phone and email with professional active listening capabilities.
- Experience with or willingness to learn customer support software tools: Salesforce, Zendesk, and proprietary company software.
- Ability to lead customer orientation and adapt/respond to different types of customers, personalities, and circumstances.
- Ability to multi-task, prioritize, and manage time effectively.
- BA/BS degree or equivalent work experience.
Benefits
- Health, Dental, Vision & Voluntary Benefits
- Competitive Salary
- 401k Retirement Savings
- Flexible PTO & 10 Paid Holidays
- Flexible Work Hours
- Equity Shares
- Paid Leave Programs
- Marketplace for discounted retail and entertainment
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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