Customer Support Specialist

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Propelus

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2001

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Propelus is a company dedicated to modernizing the way professionals, employers, regulators, educators, and partners work together. It unifies three innovative brands—CE Broker, EverCheck, and Immuware—to provide comprehensive compliance and professional management solutions. Propelus empowers professionals with tools for career advancement, streamlines the compliance process, and offers a platform for professional management, continuing education, and primary source verification. Trusted by over 5 million professionals and organizations, Propelus has a mission to simplify compliance and enhance professional growth and success, particularly in the healthcare sector.

📋 Description

• Provide technical assistance through live chat, email, and phone • Handle high-volume inbound phone support, potentially accounting for 80–100% of daily activity • Resolve a minimum of 8 tickets per hour while maintaining high customer satisfaction • Work alongside AI agents to manage complex human interactions and complete the customer journey • Troubleshoot software bugs and platform navigation issues in CE Broker • Educate customers about upgraded continuing education tracking account options and guide them toward suitable plans • Surface product feedback and recurring user friction points to internal teams • Improve the internal knowledge base and streamline support documentation

🎯 Requirements

• 2+ years of experience in a contact center or technical support role within the SaaS industry • Proficiency with Zendesk or a similar CRM is required • Ability to navigate detailed ticket histories and use macros efficiently • Positive attitude toward AI evolution in the workplace • Ability to learn new software platforms quickly • Excellent verbal and written English • Ability to explain technical concepts in simple, friendly instructions for non-technical users • Quiet, dedicated, professional home workspace • Internet connection with minimum 25–50 Mbps download and 5–10 Mbps upload • Stable VOIP connection capable of supporting high-quality phone calls throughout the shift • Must be legally authorized to work in the US; sponsorship unavailable • Consistent availability Monday–Friday, 11am–8pm ET • Associate’s degree or higher is preferred

🏖️ Benefits

• Professional development allowance • Flexible work arrangements • Ample PTO • Paid time off for volunteering • Paid time off for birthday • Paid time off for becoming a new parent • 401K with company matching (US employees) • Financial planning education and resources (US employees) • HSA, FSA, and traditional medical, dental, and vision insurance options for employees and dependents (US employees) • Lifestyle Spending Account for wellness, WFH equipment, and other personal well-being expenses (US employees) • 100% company-paid health insurance premiums with national and international coverage (LATAM employees) • Propelus Flex Club flexible benefits platform with monthly points and exclusive discounts (LATAM employees) • Company-paid life insurance policy (LATAM employees) • Discounted beneficiary coverage (LATAM employees)