Customer Support Representative, Tier II

🔥 12 hours ago

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TeamBuilder

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2021

☁️ SaaS

🤝 B2B

👥 HR Tech

💰 $895k Seed Round - Teambuilder on 2023-08

SaaS • B2B • HR Tech

<TeamBuilder> TeamBuilder is an intelligent, predictive scheduling platform purpose-built for ambulatory care that provides real-time operational intelligence to optimize staff and space utilization. The platform replaces spreadsheets and static tools with predictive analytics, schedule recommendations, and operational insights to reduce labor waste, improve coverage, and give enterprise visibility across clinics. TeamBuilder is offered as a B2B SaaS product targeted at health systems and ambulatory operations teams.

📋 Description

• Provide high-quality, timely solutions to a variety of customer support requests, (typically Tier 1/2) responding to up to 40-50 tickets per day. • Manage customer expectations and provide clear, actionable resolutions while minimizing disruption to their business. • Adhere to ticket processing workflows, ensuring all issues are logged, prioritized and escalated as needed. • Share technical expertise with clients, guiding them through the use of TeamBuilder’s platform and promoting adoption of our learning and optimization tools. • Collaborate with internal teams to share best practices and contribute to the documentation and streamlining of support procedures. • Participate in shift coverage as required, ensuring client needs are met across time zones.

🎯 Requirements

• Ideally, 2-5 years of experience in technical customer service or a help desk role, preferably within a start-up SaaS environment. • Undergraduate degree preferred or equivalent work experience required. • Relevant certifications are a plus. • Some experience with computer programming or a help-desk background answering live chats and emails is desirable. • Use of Zendesk is preferred. • Ability to work remotely across multiple time zones, with flexibility to shift hours based on client demand and location.

🏖️ Benefits

• Competitive compensation • Paid time off • Medical benefits • Potential for an annual performance bonus • Equity