Customer Support Specialist

Role overview Provide high-volume support to healthcare professionals and employers using software for continuing education tracking and workforce credential monitoring. This remote role handles complex customer questions that require a human response, using phone, chat, and email while working alongside AI-assisted support tools. The channel mix varies by team: one may be heavily phone-based, while another primarily handles chat and email.

Responsibilities - Respond to inbound customer questions through the channels assigned to the team. - Resolve roughly six to eight cases per hour, balancing efficiency with customer satisfaction. - Troubleshoot software bugs, navigation problems, and account questions, including issues without an existing documented answer. - Explain platform features and account options in clear, approachable language. - Use AI-assisted workflows and take ownership of requests that need more complex support. - Share recurring issues and product feedback with internal teams, and help improve support documentation.

Requirements - At least two years of contact center or customer support experience; SaaS support experience is preferred. - Familiarity with Zendesk or a similar help desk platform, including reviewing case histories and using saved responses. - Ability to learn new software quickly and work effectively with AI tools. - Strong spoken and written English, with the ability to explain technical steps simply and clearly. - A quiet, dedicated workspace and stable internet with at least 50 Mbps download and 10 Mbps upload, suitable for clear calls.

Nice to have - Spanish fluency. - An associate degree or higher.

Benefits and work setup - Remote-first work environment; the role is full time at 40 hours per week, Monday through Friday, unless project needs require otherwise. - U.S. health coverage options include medical, dental, and vision plans, with employer support for employee medical premiums and options for dependents. - The listing also describes paid time off, volunteer time off, life insurance, and fertility and family-building support for eligible employees. - Benefits, equipment, and perks do not apply to part-time or temporary employees.