Customer Support Specialist

Summary

Join Abridge's rapidly growing team as a Customer Support Specialist and play a key role in scaling our customer support team. You will delight users by providing timely support, troubleshooting problems, and answering questions. You will also provide user feedback to product and operational teams. This role requires a 2+ year track record in a customer service support role, ideally in technology support. Excellent communication, organization, and computer skills are essential. Abridge offers a comprehensive benefits package including flexible/unlimited PTO, equity, medical, dental, and vision insurance, a learning and development budget, a 401k plan, paid parental leave, flexible working hours, and a home office budget.

Requirements

• Have a 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 it’s 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. You’re 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

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!

Preferred Qualifications

• Familiarity with systems requiring strict adherence to privacy and security protocols (Healthcare is a plus!)
• Worked in CRM/Ticketing systems with rigorous tracking

Benefits

• Flexible/Unlimited PTO — Salaried team members can take off as much approved time off as they need, plus 13 paid holidays
• Equity — For all salaried team members
• Medical insurance — We pay 100% of the premium for you + 75% for dependents. 3 Aetna plans to choose from
• Dental & Vision insurance — We pay 100% of the premium for you + 75% for dependents. 2 Aetna plans to choose from
• Flexible Spending (FSA) & Health Savings (HSA) Accounts
• Learning and Development budget — $3,000 per year for coaching, courses, workshops, conferences, etc
• 401k Plan — Contribute pre-tax dollars toward retirement savings
• Paid Parental Leave — 16 weeks paid parental leave, for all full-time employees
• Flexible working hours — We care more about what you accomplish than what specific hours you’re working
• Home Office Budget — We provide up to $1,600 in a one-time reimbursement to set up your home office
• Sabbatical Leave — 30 days of paid Sabbatical Leave after 5 years of employment