This is a temporary contract position.
As a Support Agent, you will play a critical role within the Support team to ensure the highest level of service delivery to our valued clients and participants. You will be responsible for fostering a positive and collaborative work environment, continuously modeling excellence in support delivery, and developing outstanding support operations.

How You’ll Contribute:

    • Customer Support: Respond to customer inquiries and support tickets promptly, demonstrating empathy and professionalism in all interactions. Provide guidance and assistance to clients using our platform, ensuring their needs are met effectively.
    • Cross-Functional Collaboration: Collaborate with other departments, such as the product, engineering, and lab teams to ensure seamless coordination and alignment of operations support activities.
    • Technical Troubleshooting: Diagnose and resolve technical issues related to our health tech solutions. Collaborate with the technical team to escalate complex problems and ensure timely resolutions.
    • Product Knowledge: Maintain a deep understanding of our healthcare technology products and services. Stay up-to-date with new features, updates, and industry trends to provide accurate information and guidance to customers.
    • Documentation: Create and update support documentation, including FAQs and knowledge base articles, to empower customers to find answers to common questions independently.
    • Quality Assurance: Monitor and evaluate customer interactions to maintain high service quality standards. Identify areas for improvement and contribute to ongoing training initiatives.
    • Customer Feedback: Gather and analyze customer feedback to identify recurring issues and provide insights for product improvement. Advocate for customer needs within the company.
    • Support various projects and product initiatives depending on business needs.

Our Ideal Candidate Will Have:

  • Exceptional communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
  • Outstanding communication skills, both written and verbal.
  • Strong problem-solving and decision-making abilities, with a client-centric mindset.
  • Experience using customer service applications, such as Salesforce or other CRM.
  • Expert knowledge of Google Apps and macOS.
  • Flexible and adaptable to changing business needs and priorities. Resilience in a fast-paced and dynamic operational environment.
  • Spoken and written Spanish fluency is required.
Hourly Range: $17 – $25 per hour
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