Customer Support Specialist
RemoteHunter
Job Overview
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Job Description
About the Opportunity: Customer Support Specialist at RemoteHunter
This role supports a leading organization dedicated to delivering high-quality virtual care at scale. The platform offers configurable virtual care programs, an intuitive consumer interface, and access to a nationwide network of board-certified clinicians. As a Customer Support Specialist, you will play a crucial role in enhancing the overall customer experience by supporting first-level support associates and clinicians.
Key Responsibilities
- Triage and respond to second-level Zendesk support tickets within SLA guidance.
- Answer incoming calls from clients, patients, and pharmacies, providing effective resolutions.
- Handle complex technical troubleshooting and navigate sensitive situations with professionalism.
- Problem-solve and de-escalate issues efficiently to ensure customer satisfaction.
- Escalate tickets beyond tier 2 when necessary, ensuring proper resolution paths.
- Collaborate cross-functionally with other teams, including Engineering and Operations, to resolve intricate issues.
- Vet and submit JIRA tickets for Engineering and Operations teams to address systemic problems.
Requirements
- 2-5 years of dedicated customer support or related experience in a high-volume, fast-paced, customer-centric environment.
- Proven experience with Zendesk is essential for this role.
- Demonstrated strong empathy, trust-building ability, and patience when interacting with customers.
- Exceptional verbal and written communication skills are critical for effective support.
- Ability to effectively manage and resolve escalations.
- Prior healthcare experience is considered a significant advantage.
Benefits & Perks at RemoteHunter
The organization values its employees and offers a comprehensive benefits package:
- Medical, Dental, and Vision insurance for your well-being.
- Life, Short, and Long Term Disability coverage for peace of mind.
- 401K match to support your financial future.
- Flexible PTO for work-life balance.
- Parental Leave for new parents.
- Stock options, providing a stake in the company's success.
- Additional programs and perks designed to enhance your employee experience.
Compensation
The pay rate for the Customer Support Specialist position ranges from $22-25 per hour. The final offer will be determined based on the role's scope, candidate experience, education, location, and prevailing market factors.
Key skills/competency
- Customer Support
- Zendesk
- Technical Troubleshooting
- De-escalation
- Client Communication
- Cross-functional Collaboration
- JIRA
- Virtual Care
- Problem Solving
- Healthcare Experience
How to Get Hired at RemoteHunter
- Research RemoteHunter's culture: Study their mission, values, recent news, and employee testimonials on LinkedIn and Glassdoor.
- Tailor your resume for success: Customize your resume to highlight Zendesk expertise, troubleshooting skills, and healthcare experience.
- Craft a compelling cover letter: Emphasize your empathy, de-escalation abilities, and passion for customer support in virtual care.
- Prepare for technical and behavioral questions: Be ready to discuss your experience with Zendesk, problem-solving, and handling sensitive customer situations.
- Showcase collaboration and communication: Provide examples of successful cross-functional teamwork and effective client communication.
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