Customer Service Technician I
Körber
User Support Specialist
Hello Heart
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteSalary
💰 $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
