User Support Specialist

We’re looking for an enthusiastic Tier 2 User Support Specialist to provide comprehensive support to our Hello Heart users. This position requires excellent written and verbal communication skills, creativity, strong problem-solving skills, and a positive attitude.

If you are someone who wakes up in the morning and wants to do good for the world, come join an all-star, mission-driven team that’s building life-saving solutions.

Responsibilities:

• Become a product expert and provide clear, empathetic guidance to customers as well as internal partners on Hello Heart functionality
• Identify, document, troubleshoot, and report technical issues with our hardware and software, involving the Tier 3 team when needed
• Handle escalated customer inquiries via phone and email
• Manage and follow up on tickets to ensure timely resolution and to maintain high customer satisfaction (CSAT) while meeting established Service Level Agreements (SLAs)
• Maintain consistent ticket volume and a high quality of ticket handling
• Assist with updating and maintaining our internal knowledge bases and external self-help documentation (FAQs)

Qualifications:

• Must be currently located in PST or MST time zone
  • Expected working hours: Monday – Friday / 9 AM – 5 PM PST
• 1+ years of customer support experience at a SaaS or digital health company
• Previous experience with Zendesk or equivalent support ticketing system
• Proven experience identifying, debugging, and documenting technical issues
• Proven ability to multitask and prioritize in a fast-paced environment
• Self-motivated with the ability to work independently in a remote environment

Bonus:

• Working proficiency or fluency in Spanish is a plus

The US base salary range for this full-time position is $55,000.00 to $65,000.00