Senior Support Specialist

Job not on LinkedIn

🔥 16 minutes ago

🇺🇸 United States – Remote

💵 $65k - $80k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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H1

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

H1 is a global healthcare intelligence company that connects life sciences, payors, providers, and patients to AI-enabled data analytics and groundbreaking research to advance medicine. It provides enterprise solutions like HCP Universe, Trial Landscape, and Precise, helping healthcare professionals to access accurate and comprehensive data for clinical trials, scientific research, and medical affairs. H1 empowers medical missions and humanitarian work through H1 Connect and enhances diversity and inclusion in clinical trials by providing insights to improve patient diversity and site performance. The company plays a key role in enabling access to healthcare information and evidence-based medicine globally.

📋 Description

• Own complex, escalated customer issues from start to finish • Receive, answer, solve, or route tickets in Zendesk • Collaborate with Customer Success, Data, Engineering, and Product • Construct and execute plans to identify, escalate, and remediate operational challenges • Drive Jira escalations with Engineering and Product • Replicate and validate bugs for proper categorization • Serve as subject matter expert for areas of H1 product offerings • Determine methods and procedures for new or special assignments • Coordinate the work of others • Lead small project teams, set milestones, give direction, and update stakeholders • Prioritize own work and provide input on junior team priorities • Anticipate customer-impacting issues and blockers • Turn ticket trends and insights into solutions • Identify operational and data risks and build solutions • Mentor and coach team members • Lead day-to-day activities of others when needed • Create, update, and own technical documentation and SOPs • Maintain attention to detail and accountability for work accuracy

🎯 Requirements

• Must be authorized to work in the US without additional sponsorship • 6+ years in a customer-facing support role • At least 2 years at a senior, lead, or escalation level • Previous experience within a B2B SaaS business environment • Hands-on experience with ticketing and issue-tracking systems such as Zendesk, JIRA, or Salesforce • Track record of leading projects or process improvements with cross-functional teams • Experience mentoring, training, or guiding other support team members • Fluent in English, written and spoken • Ability to communicate clearly with senior stakeholders • Ability to distill complex concepts for audiences with varying levels of technical expertise • Strong organizational skills and ability to manage multiple issues and projects at once • Self-starter who works independently with very little direction and sets own priorities • Dedicated, detail-oriented, and accountable for work accuracy • Demonstrates empathy for the customer • Preferred: SQL skills, AWS Athena & S3 Buckets, API, MS Excel, G-Suite, etc. • Preferred: Experience with healthcare, life sciences, or data products • Preferred: Experience writing SOPs, knowledge base, or help center content

🏖️ Benefits

• Full suite of health insurance options • Generous paid time off • Pre-planned company-wide wellness holidays • Retirement options • Health stipend • Charitable donation stipend • Equity in the form of Restricted Stock Units • Opportunity to work with leading biotech and life sciences companies in an innovative industry • Equal opportunity and inclusive workplace commitment

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