About the Role
This position involves providing direct assistance to clients encountering technical or service-related issues, guiding them to effective solutions while maintaining accurate records and contributing to service improvements.
Responsibilities
- Respond promptly to client inquiries via phone, email, and chat
- Diagnose and resolve technical problems related to platform usage
- Guide users through account setup and configuration steps
- Document support cases with accurate details and outcomes
- Escalate complex technical issues to engineering teams when needed
- Follow up with clients to confirm issue resolution
- Maintain up-to-date knowledge of system features and updates
- Identify recurring problems and suggest process improvements
- Adhere to service level agreements for response and resolution times
- Communicate clearly using non-technical language when appropriate
- Assist in testing new platform functionalities before release
- Provide feedback to product teams based on client input
- Maintain confidentiality of client information and data
- Work collaboratively with team members during peak support periods
- Participate in training sessions to improve support skills
- Track time spent on support tasks using internal tools
- Report trends in client issues on a regular basis
- Support clients across multiple time zones as needed
- Follow established protocols for handling sensitive cases
- Contribute to internal knowledge base content updates
Nice to Have
- Associate or bachelor’s degree in information technology or related field
- Certification in customer support or technical support disciplines
- Experience in healthcare or telemedicine platforms
- Knowledge of HIPAA compliance standards
- Background in using CRM platforms like Salesforce
- Familiarity with API concepts or developer tools
- Bilingual communication abilities
- Prior experience with remote-only work environments
- Exposure to agile or iterative development teams
- Training experience or mentoring others in technical topics
Compensation
Competitive hourly wage with benefits package
Work Arrangement
Remote position with flexible scheduling options
Team
Part of a distributed customer-facing support team
Our Technology
- The platform connects patients with medical professionals through secure video and messaging tools
- Support specialists interact with a cloud-based interface accessible from various devices
Onboarding Process
- New hires complete a four-week training program covering systems, protocols, and soft skills
- Initial period includes shadowing experienced team members and supervised case handling
Not available for this role
