Customer Support Specialist
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Job Description
Support Specialist at Wheel enhancing customer experience through Zendesk support and collaboration. Handling complex technical issues and cross-team problem-solving.
Responsibilities:
- 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
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