Job Description
Tier 1 Customer Support Specialist
US- Remote
The Tier 1 Customer Support Specialist’s main responsibility is to be the first level of support for our customers. Tier 1 Customer Support Specialists are responsible for answering common troubleshooting and how-to questions about the Elation and Passport applications via email or phone. Tier 1 Customer Support Specialists collaborate internally with other members of the Tier 1 team, as well as other customer facing teams. Tier 1 Customer Support Specialists are attentive to detail, can manage multiple tasks at a time, have strong collaboration skills and are highly empathetic when working with our customers.
Key Responsibilities
- Field common Tier 1 customer cases and Patient Passport cases, primarily using pre-written responses and Help Center articles
- Collect pertinent information from customers and escalate complex Passport cases to Senior Customer Support Specialists
- Participate in weekly urgent shift rotations after three months in the role
- Participate in 2 to 3 weekend/holiday on-call rotations per year
Characteristics of the Individual
- Manages time effectively and works independently, self-starter
- Detail oriented and able to manage multiple tasks at once
- Collaborates effectively with both customers and internal teams
- Empathetic in their approach to work, and passionate about the user experience we support
- Demonstrates strong written and verbal communication skills, professionalism
- Effectively ascertains when work requires escalation to leads or manager
Qualifications
- Bachelor’s degree or equivalent experience
- 1+ years of experience in a customer service, customer-facing or healthcare environment preferred
- Familiarity with Salesforce, Jira & Looker platforms is recommended