Customer Support Representative

Summary

Join Stellar Health as a Customer Support Representative for a part-time contract role, providing approximately 20 hours of weekly support. You will be responsible for delivering world-class service by responding to medical group inquiries, troubleshooting technical issues, escalating incidents, collaborating with other teams, collecting feedback, and ensuring data security. This five-month contract offers a competitive hourly rate based on experience, with opportunities for NYC-based contractors to earn a higher rate. Stellar Health provides a comprehensive benefits package including medical, dental, vision, unlimited PTO, paid family leave, wellness stipends, stock options, 401k matching, and career development opportunities.

Requirements

• Prior experience in a software or technical support role
• Dedication to delivering world-class customer experience. You exhibit empathy, courtesy, helpfulness and efficiency
• Knowledge of customer service techniques, strategies and approaches
• Excellent communication, interpersonal skills, and professional writing skills to clearly articulate information and make recommendations that improves the medical groups experience

Responsibilities

• Answering technical support tickets via email, chat, screen shares (Live troubleshooting), and phone
• Troubleshooting user issues or product bugs and provide clear and accurate solutions
• Escalating incidents in a timely and efficient manner; ensure incidents are accurately reported and documented
• Working with our Operations, Product, and Payments teams to diagnose and solve technical user problems
• Collecting medical group feedback and insights and relay them to the product development teams for continuous improvement of our products. Recommend creative solutions to improve the user experience
• Adhering to company policies and procedures, including data security and privacy standards, to protect provider information and uphold the highest ethical standards

Preferred Qualifications

Prior experience with Call Center technology such as Zendesk or Salesforce

Benefits

• Medical, Dental and Vision Benefits
• Unlimited PTO
• Universal Paid Family Leave
• Company sponsored One Medical memberships and Citibike memberships
• Medical Travel Benefits
• A monthly wellness stipend that gives employees the freedom to choose where they spend their cash, whether it be on wellness, pet care, childcare, WFH items, or charitable donations
• Stock Options & a 401k matching program
• Career development opportunities like Manager Training, coaching, and an internal mobility program
• A broad calendar of company sponsored social events that for our in-office and remote employees