About the Role
Customer Support Specialist
US-Based Remote
Full time
- 80,000-100,000 $80K $100K Offers Equity
Based on pay transparency guidelines, a reasonable expectation for the salary range is listed. Actual base salary will be dependent on relevant experience, skills, qualifications, and/or other job-related factors. As a part of the total compensation package, this role may be eligible to participate in a company stock option plan.
Health care is all about conversations, with over 2B spoken conversations each year between patients and their care teams in just the United States. However, people forget up to 80% of those conversations, leading to worse patient outcomes. And doctors are burning out writing notes in their EMRs instead of focusing on their patients. Thats where Abridge comes inour audio-based standalone and integrated solutions record and summarize medical conversations, anywhere care happens.
At Abridge, trust is our currency. We are committed to delivering exceptional products, services, and experiences to our customers. We are looking for highly motivated Customer Support Specialists to join our rapidly growing team and play a key role in scaling our customer support team.
We take our user experience and happiness seriously and consider the Support Team essential to the companys success. In this role, youll set the standard for what incredible customer experience looks like at Abridge with both our enterprise and individual customers. Youll be responsible for responding to customers with care and accuracy while helping build our support department to meet the growing demands of our business.
Your 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!
To be successful in this role, you:
Have 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 its 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. Youre 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
Ideally, you have:
Familiarity with systems requiring strict adherence to privacy and security protocols (Healthcare is a plus!)
Worked in CRM/Ticketing systems with rigorous tracking