Customer Support Specialist

Emploi pas sur LinkedIn

🕒 il y a 4 mois

🗽 New York – Distant

🗽 New York – Remote

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

💝 Support Client

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Medsender

Site WebLinkedInTous les Emplois

11 - 50 employés

⚕️ Assurance santé

☁️ SaaS

🤖 Intelligence artificielle

💰 Seed Round en 2020-12

Healthcare Insurance • SaaS • Artificial Intelligence

Medsender est une solution de fax numérique conforme à la norme HIPAA, spécialement conçue pour les prestataires de soins de santé. Elle exploite l'intelligence artificielle pour automatiser des tâches telles que le traitement des recommandations, la gestion des documents et la planification, améliorant ainsi considérablement l'efficacité en réduisant les délais d'exécution et en minimisant le travail administratif. La plateforme s'intègre parfaitement aux systèmes de dossiers médicaux électroniques (DME), garantissant que les dossiers des patients sont toujours à jour et facilitant la gestion des flux de travail pour les pratiques médicales.

Description

• Own the support queue (L1): Respond to customer questions and issues with urgency, clarity, and empathy via email/chat. • Troubleshoot and resolve issues: Guide customers step-by-step through Medsender workflows, identify user errors vs. product bugs, and deliver practical solutions or workarounds. • Escalate effectively to Engineering/Product: When an issue requires deeper investigation, escalate with high-quality detail (clear repro steps, screenshots/context, expected vs. actual behavior, customer impact, and priority). • Support onboarding and training (as needed): Help new users become confident in Medsender through lightweight walkthroughs and best practices. • Improve documentation and self-serve resources: Create and maintain help articles, internal runbooks, templates, and macros to reduce repeat questions and speed up resolution. • Contribute to support operations: Help refine tagging, routing, escalation paths, and simple reporting on trends (top issues, recurring bugs, feature gaps).

🎯 Exigences

• Excellent written communication and strong customer empathy—you can explain things clearly and calmly. • Strong attention to detail and a structured approach to problem-solving. • High ownership and follow-through: you take responsibility for driving issues to resolution. • Comfort learning new software quickly and adapting as the product evolves. • Prior customer-facing experience (support, operations, campus role, hospitality/retail, internships) is a plus, but we welcome exceptional new grads with evidence of grit, organization, and fast learning. • Comfort with basic technical concepts like APIs/webhooks, browser troubleshooting, or reading logs (not required). • Experience supporting a SaaS product, onboarding/training users, or working in healthcare workflows.

🏖️ Avantages

• Competitive compensation, benefits, and a flexible work environment • Clear growth paths over time into Support Ops, Customer Success, Implementations, or more technical support roles.