RepeatMD is hiring a
Customer Support Specialist in Worldwide

Summary

RepeatMD is a rapidly growing SaaS company in the ecommerce and medtech space looking to expand their team in the Philippines. They are hiring a Customer Support Specialist to provide advanced technical and non-technical support to customers, mentor junior team members, and contribute to continuous improvement of customer support processes.

Requirements

• Bachelor’s degree
• At least 5 years of experience in client support or customer service
• Strong technical aptitude and ability to quickly learn and understand complex products/services
• Proficiency in using customer support tools and systems, such as Zendesk, JIRA, Intercom
• Ability to thrive in a fast-paced environment, prioritize tasks effectively, and manage multiple priorities simultaneously
• Passion for delivering outstanding customer experiences and a commitment to continuous improvement
• Excellent problem-solving skills and the ability to work collaboratively with international teams across different time zones
• Fluent in English
• Ability to work a 9 hour shift within US EST time 8:00am to 8:00pm

Responsibilities

• Provide advanced technical and non-technical support to customers' emails (no phone calls)
• Act as a subject matter expert on our products/services, demonstrating deep knowledge and understanding to effectively address customer inquiries and concerns
• Resolve escalated support tickets and complex customer issues in a timely and professional manner, ensuring resolution and customer satisfaction
• Mentor and coach junior support team members, providing guidance, training, and support to enhance their skills and knowledge
• Collaborate cross-functionally with other departments, including product development, sales, and marketing, to communicate customer feedback and drive improvements
• Analyze support metrics and customer feedback data to identify trends, patterns, and areas for improvement, informing strategic decision-making and resource allocation
• Contribute to the development and maintenance of the company's knowledge base, FAQs, and support documentation to facilitate customer self-service and improve support efficiency
• Participate in special projects or initiatives aimed at enhancing the customer support experience and achieving organizational goals