Customer Support Specialist

Summary

Join Abridge's growing team as a Customer Support Specialist and play a key role in scaling our customer support team. Delight users by providing timely support, troubleshooting problems, and answering questions. Provide user feedback to product and operational teams. Navigate the CRM tool to communicate with users and track contacts and resolutions. Solve complex issues and work with speed and efficiency in a fast-paced environment. This is a remote, full-time, hourly role with a Monday-Friday schedule. Abridge offers competitive compensation and a supportive work environment.

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
• Great spoken/written communication skills and ability to explain technical troubleshooting in easy to understand manner
• 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

• Generous Time Off : 13 paid holidays, flexible PTO for salaried employees, and accrued time off for hourly employees
• Comprehensive Health Plans : Medical, Dental, and Vision plans for all full-time employees. Abridge covers 100% of the premium for you and 75% for dependents. If you choose a HSA-eligible plan, Abridge also makes monthly contributions to your HSA
• Paid Parental Leave : 16 weeks paid parental leave for all full-time employees
• 401k and Matching : Contribution matching to help invest in your future
• Pre-tax Benefits: Access to Flexible Spending Accounts (FSA) and Commuter Benefits
• Learning and Development Budget : Yearly contributions for coaching, courses, workshops, conferences, and more
• Sabbatical Leave : 30 days of paid Sabbatical Leave after 5 years of employment
• Compensation and Equity : Competitive compensation and equity grants for full time employees