Technician in test validation and customer support at FDI company, working on access control and intercom products. Conducting tests, analyzing results, and providing technical assistance to clients.
RS
Hybrid Customer Support Specialist
Posted 5 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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