Customer Support Specialist
Radicle Health
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $58,000 - $68,000 per year
Job Level
Mid-LevelSenior
About the role
- Respond to customer inquiries via email and virtual meetings with professionalism and accuracy, ensuring timely resolutions to meet customer needs.
- Troubleshoot technical issues, escalating more complex cases to higher-level support or technical teams when necessary.
- Communicate clearly and empathetically with customers, ensuring a positive experience by providing helpful and informative solutions.
- Update and maintain the customer support knowledge base with accurate solutions and troubleshooting guides for common issues.
- Collaborate with internal teams to ensure customer facing documentation is always current, reflecting any new product features or changes.
- Assist in improving self-service resources as needed, ensuring easy access to valuable information for customers.
- Work with product, engineering, and customer success teams to escalate customer feedback and technical issues, contributing to product improvements.
- Provide backup assistance for Engineering team in manual testing.
- Act as a bridge between customers and internal teams to keep both sides informed about ongoing issues and solutions.
- Regularly track and report on common customer issues, using insights to suggest process improvements that reduce recurring problems.
- Participate in team meetings and feedback sessions to share learnings and improve overall team performance.
- Stay up to date with product changes and customer support best practices to continually improve customer interactions.
- Demonstrates willingness and ability to support colleagues on specific issues and knowledge sharing.
Requirements
- Exhibit excellent verbal and written communication skills to effectively convey technical information to stakeholders.
- Display strong problem-solving abilities, approaching challenges with creativity and a solution-oriented mindset.
- Be adaptable and open to change, effectively managing shifting priorities and evolving business needs.
- Show a strong customer focus, ensuring solutions deliver significant value and an exceptional user experience.
Benefits
- Unlimited PTO policy
- Competitive medical, dental, and vision healthcare coverage
- 401k matching
- Paid holidays
- Volunteer time off
- Paid parental leave
- Remote work stipend
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft skills
communication skillsproblem-solving abilitiesadaptabilitycustomer focuscreativitysolution-oriented mindsetcollaborationempathyprofessionalismknowledge sharing