Customer Support Representative

Summary

Medely is looking to add a Customer Support Representative to their team. This remote role involves serving as the first point of contact for Medely's customers across the entire customer lifecycle, resolving cases via phone, live chat, and email, troubleshooting platform issues, bridging communication between the customer base and internal departments, providing feedback for process and product improvements, and working during the 8am - 5pm PST schedule.

Requirements

• 1 year experience in a call center environment or a customer support role
• Bachelor’s degree or equivalent work experience
• Typing speed of 65 WPM or higher
• Proven track record of exceeding customer expectations and arriving at successful outcomes while under pressure. Customer-centric mentality with a sense of urgency
• Ability to interact with customers at various levels of technical and non-technical depth
• Outstanding problem-solving, organization, prioritization, and multitasking skills with sharp attention to detail
• Eager and quick to learn new technology tools
• Welcomes constant changes to drive efficiency
• Must have worked in a Mac environment with proficiency in web-based tools such as Google Suite

Responsibilities

• Serve as the first point of contact for the Medely customer base across the entire customer lifecycle
• Resolve customer cases via phone, live chat, and email in compliance with SLAs without sacrificing customer satisfaction
• Troubleshoot platform issues reported by customers and urgently escalate them to team leads for further investigation
• Bridge communication between the Medely customer base and internal departments such as the Software, Compliance, and Account Management teams
• Provide internal feedback and suggestions for process and product improvements

Preferred Qualifications

Familiarity with Slack, Intercom, Front, Zendesk, Zoom, and TextExpander

Benefits

• Competitive Compensation: Based on experience and performance
• Long-term Incentives: 401k
• Healthcare Benefits: Full suite of benefits including medical, dental, and vision insurance
• Flexibility: We believe that work/life balance is important, so we offer twenty days of Paid Time Off and eleven paid holidays
• Paid parental leave