Customer Support Specialist

Wheel

full-time

Posted on:

Location Type: Remote

Location: California • Colorado • United States

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Salary

💰 $22 - $25 per hour

About the role

  • Triage or respond to second level Zendesk support tickets within SLA guidance
  • Answer incoming calls from our clients, patients, and pharmacies
  • Handle more complex technical troubleshooting and sensitive situations
  • Problem solve and de-escalate
  • Effectively escalate tickets past the tier 2 queue if required
  • Work cross functionally with other teams when required to solve an issue
  • Vet and submit JIRA tickets for Engineering and Operations teams

Requirements

  • 2-5 years of customer support or related experience in a high-volume, fast-paced customer centric role
  • Experience with ZenDesk is a must
  • Great people skills found in empathy, ability to build trust and patience
  • Clear communication; excellent verbal and written skills
  • Ability to manage escalations
  • Experience in Health Care is a plus
Benefits
  • Medical, Dental and Vision
  • Ancillary: Life, Short and Long Term Disability
  • 401K match
  • Flexible PTO
  • Parental Leave
  • Stock options
  • Additional programs and perks
Applicant Tracking System Keywords

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

Hard Skills & Tools
technical troubleshootingticket escalationproblem solvingZendeskJIRA
Soft Skills
empathytrust buildingpatienceclear communicationverbal skillswritten skillsescalation management