Customer Support Agent

Summary

Join Heidi, a healthtech company on a mission to revolutionize healthcare delivery, as a Customer Support Agent. You will be the first point of contact for customer inquiries, resolving support tickets and escalating complex issues. Responsibilities include managing tickets, problem-solving, maintaining support content, and collaborating with technical teams. The ideal candidate has 2+ years of experience in customer solutions (preferably in tech or healthcare), strong communication skills, and problem-solving abilities. Heidi offers a remote work environment with potential for hybrid work, opportunities to learn from top engineers and creatives, and the chance to make a global impact. The company prioritizes fast-paced innovation and a flat organizational structure.

Requirements

• Recent graduate or 2+ years in customer solutions, preferably in tech or healthcare
• Strong communication skills, both written and verbal
• Excellent problem-solving and organisational abilities
• Familiarity with CRM systems and support platforms
• Self-motivated and capable of working independently

Responsibilities

• Act as the first point of contact for customer queries via chat, email and phone
• Resolve support tickets from initiation to resolution
• Escalate issues to subject matter experts when needed
• Update support content (FAQs, user guides) based on recurring issues and product updates
• Audit and review AI Bot responses to assure iterative improvements in the support function
• Log, track, and resolve customer tickets promptly
• Follow through on each ticket until the issue is fully resolved
• Diagnose and fix issues, ensuring seamless hand-offs for complex cases
• Implement changes based on customer feedback
• Revise and update support materials to reflect current processes and solutions
• Work with technical teams to manage escalations and ensure effective resolution

Benefits

• Work from home, with possibility of hybrid work in the future
• Learn from some of the best engineers and creatives, joining a diverse team
• The rare chance to create a global impact as you immerse yourself in one of the leading healthtech startups
• If you have an impact quickly, the opportunity to fast track your startup career!