Customer Support Specialist – Overnight Shift
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Job Description
Customer Support Specialist delivering timely support for Abridge’s AI healthcare platform. Responsible for troubleshooting and enhancing user experience in a remote role.
Responsibilities:
- Delight our Abridge users (and co-workers!) every day by providing timely support in troubleshooting problems and answering questions.
- Provide user feedback to our product and operational teams to identify pain points and advocate for the user experience
- Navigate our CRM tool to communicate with users, appropriately track contacts and resolutions for data analysis
- Dig deep and be curious about solving complex issues!
Requirements:
- Have a 2+ year track record as Tier 1 or Lead in a Customer Service Support role, ideally in a technology support focused team.
- Love interacting with our customers and are happy to work hard. Whether it’s weekends or evenings, willing to step in and help because you believe in our mission
- Great spoken/written communication skills and ability to explain technical troubleshooting in easy to understand manner
- Are extremely organized. You’re able to manage multiple priorities at once, while maintaining attention to detail and quality.
- Can work with speed and are results driven.
- Thrive in a fast-paced environment and willing to roll with the punches
- Possess excellent computer skills and comfortable with technology
- Bonus Points If: Familiarity with systems requiring strict adherence to privacy and security protocols (Healthcare is a plus!)
- Worked in CRM/Ticketing systems with rigorous tracking
Benefits:
- Generous Time Off: 14 paid holidays, flexible PTO for salaried employees, and accrued time off for hourly employees
- Comprehensive Health Plans: Medical, Dental, and Vision coverage for all full-time employees and their families.
- Generous HSA Contribution: If you choose a High Deductible Health Plan, Abridge makes monthly contributions to your HSA.
- Paid Parental Leave: Generous paid parental leave for all full-time employees.
- Family Forming Benefits: Resources and financial support to help you build your family.
- 401(k) Matching: Contribution matching to help invest in your future.
- Personal Device Allowance: Tax free funds for personal device usage.
- Pre-tax Benefits: Access to Flexible Spending Accounts (FSA) and Commuter Benefits.
- Lifestyle Wallet: Monthly contributions for fitness, professional development, coworking, and more.
- Mental Health Support: Dedicated access to therapy and coaching to help you reach your goals.
- Sabbatical Leave: Paid Sabbatical Leave after 5 years of employment.
- Compensation and Equity: Competitive compensation and equity grants for full time employees.
- ... and much more!
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