Glooko

Customer Support Specialist

Glooko

full-time

Posted on:

Location Type: Remote

Location: United States

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Junior

About the role

  • Provide outstanding support to patients, clinics, and partners with a strong focus on customer satisfaction and efficiency
  • Troubleshoot and thoroughly research technical issues and escalate bugs to internal teams appropriately
  • Maintain high levels of customer satisfaction by providing timely and accurate responses
  • Embrace shared responsibility for commercial success by recognizing growth opportunities, reinforcing Glooko’s value, and partnering with Sales and Customer Success to support expansion.
  • Identify trends related to customer inquiries and provide regular feedback to management as needed
  • Participate in additional projects within the Support team or cross-functionally as needed

Requirements

  • 1 - 3 years of experience supporting a software product, preferably SaaS Healthcare
  • Excellent troubleshooting, root cause analysis, and problem-solving skills
  • Experience managing cases throughout the entire support lifecycle: from initial customer inquiry, to triage and reproduction, writing bug reports for hand off to the development team and case resolution
  • Zendesk, JIRA/Confluence, Pendo, and Salesforce experience a plus
  • An attitude focused on customers and an ability to empathize with what they experience
  • Exceptional verbal communication skills with friendly, patient and professional phone demeanor
  • Exceptional written communication skills with the ability to quickly compose clear and concise answers
  • Individual performer and team player with a vested interest in continuous self-improvement
  • Ability to work in a hyper-growth environment with shifting priorities
Benefits
  • Have a meaningful impact on people’s lives
  • Competitive salary based on experience and geographic location
  • Pre-IPO stock incentives
  • Full benefits: medical, dental and vision
  • Annual reimbursement on fitness expenses (gym memberships, running shoes, yoga classes, etc.)
  • 401(k) matching program
  • Valuable experience in the rapidly growing mobile health industry
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingroot cause analysisproblem-solvingcase managementbug reporting
Soft Skills
customer satisfactionempathyverbal communicationwritten communicationteam playerself-improvement