Hello Heart

User Support Specialist

Hello Heart

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $55,000 - $65,000 per year

Job Level

Junior

About the role

  • Become a product expert and provide clear, empathetic guidance to customers as well as internal partners on Hello Heart functionality
  • Identify, document, troubleshoot, and report technical issues with our hardware and software, involving the Tier 3 team when needed
  • Handle escalated customer inquiries via phone and email
  • Manage and follow up on tickets to ensure timely resolution and to maintain high customer satisfaction (CSAT) while meeting established Service Level Agreements (SLAs)
  • Maintain consistent ticket volume and a high quality of ticket handling
  • Assist with updating and maintaining our internal knowledge bases and external self-help documentation (FAQs)
  • Be available to speak with members live to troubleshoot and resolve their issues, including inbound escalation calls and grievances.

Requirements

  • Must be located in PST time zone
  • Expected working hours: Monday - Friday / 8 AM - 5 PM PST
  • 1+ years of customer support experience at a SaaS or digital health company
  • Previous experience with Zendesk or equivalent support ticketing system
  • Proven experience identifying, debugging, and documenting technical issues
  • Proven ability to multitask and prioritize in a fast-paced environment
  • Self-motivated with the ability to work independently in a remote environment