Customer Support Specialist I

🔥 1 minute ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

mPulse

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🏥 Healthcare

☁️ SaaS

🤝 B2B

💰 Series unknown on 2022-02

Healthcare • SaaS • B2B

mPulse is a health experience and insights company that provides an AI-powered Health Experience and Insights (HXI) platform and a suite of products—predictive analytics, core communications, omnichannel engagement, health portals, content management, and acquisition & payments—to help health plans, health systems, and other healthcare organizations improve member engagement, close care gaps, and meet regulatory requirements. Their platform delivers personalized, data-driven outreach and automation at scale to support Medicare, Medicaid, commercial plans, TPAs, ACOs, pharmacies, and life sciences/clinical trials. mPulse emphasizes modernizing member portals, utilization management communications, CAHPS/HOS performance, and precision targeting to drive clinical and financial outcomes for clients (used by 400+ healthcare organizations per their materials).

📋 Description

• Serve as the primary point of contact for customer inquiries via mPulse Customer Community, email, chat, phone, and other channels • Troubleshoot and resolve minor technical issues related to the platform • Provide guidance and education to customers on effective product use • Manage customer tickets using Salesforce and JIRA • Escalate complex issues to Engineering, Product, or higher-level support as needed • Partner with internal teams to communicate customer feedback and identify product and process improvement opportunities • Maintain a deep understanding of the product and stay updated on new features and enhancements • Meet or exceed KPIs such as first response time, turnaround time, and CSAT • Participate in an on-call rotation • Participate in proactive monitoring and take corrective actions according to the SOP

🎯 Requirements

• 1–3 years of experience in customer support, preferably in a SaaS environment • Strong technical troubleshooting skills and ability to learn new technologies quickly • Excellent written and verbal communication skills • Ability to manage multiple priorities in a fast-paced, high-growth environment • Experience with CRM and ticketing tools such as Salesforce • Empathy, patience, and a genuine desire to help customers • Strong problem-solving and critical thinking skills • Experience supporting B2B SaaS products • Familiarity with MS Excel, APIs, integrations, and basic technical concepts • Experience writing or contributing to support documentation or help centers • Familiarity with remote work tools such as Slack, Zoom, Teams, Confluence

🏖️ Benefits

• Remote or virtual work arrangement