CX Support Agent – Level 1

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Urrly

WebsiteLinkedInAll Job Openings

1 - 10 employees

🎯 Recruiter

⚕️ Healthcare Insurance

🤖 Artificial Intelligence

Recruitment • Healthcare Insurance • Artificial Intelligence

Urrly is a healthcare recruitment agency that combines the expertise of healthcare recruiters, data scientists, and AI agents to help healthcare innovators secure exceptional talent quickly and affordably. Specializing in Recruitment-as-a-Service (RaaS) and Recruitment Process Outsourcing (RPO), Urrly streamlines the hiring process for U. S. healthcare companies by significantly reducing time-to-fill and cost-per-hire metrics. The company utilizes AI technology to automate administrative tasks and connect clients with top-tier candidates, providing a budget-friendly alternative to traditional recruiting agencies. Urrly's services cater to forward-thinking healthcare organizations looking to enhance their talent acquisition processes.

📋 Description

• Monitor and manage Level 1 support requests during your assigned coverage hours. • Respond to customer questions through chat, email, phone, and screen-sharing sessions. • Troubleshoot software, account, workflow, and usage-related questions. • Help customers understand how to use the product in clear, simple language. • Escalate complex issues to Level 2, product, data, or technical teams when needed. • Process account changes, upgrades, downgrades, and general company inquiries when assigned. • Maintain clear, empathetic, and accurate written communication. • Stay engaged during the shift and contribute to team check-ins, handoffs, and support coverage.

🎯 Requirements

• Full professional English fluency, both written and verbal. • Prior customer support, help desk, BPO, SaaS, software, or technical support experience. • Strong written communication with excellent grammar, clarity, and attention to detail. • Patience and empathy when supporting users with different levels of technical confidence. • Ability to simplify software questions and explain steps clearly. • Comfort working with support tools such as Intercom, HubSpot, Zendesk, Freshdesk, or similar systems. • Strong organization, time management, follow-through, and prioritization. • Ability to work independently from home while staying active in team communication. • Reliable remote-work setup and stable internet.