Customer Support Specialist

Summary

Join Wheel as a Customer Support Specialist and make a significant impact on customer experience. You will triage and respond to second-level support tickets, handle incoming calls, and troubleshoot complex technical issues. This role requires 2-5 years of customer support experience, proficiency with Zendesk, and excellent communication skills. The position offers a competitive salary, benefits including medical, dental, vision, life and disability insurance, 401k match, flexible PTO, parental leave, and stock options. The preferred locations are Austin, Bay Area, Seattle, Chicago, Atlanta, Boston, New York City, or Denver, but other US locations will be considered. The shift is Friday-Tuesday, 12-9 pm CST.

Requirements

• 2-5 years of customer support or related experience in a high-volume, fast-paced customer centric role
• Experience with ZenDesk is a must
• Great people skills found in empathy, ability to build trust and patience
• Clear communication; excellent verbal and written skills
• Ability to manage escalations

Responsibilities

• Triage or respond to second level Zendesk support tickets within SLA guidance
• Answer incoming calls from our clients, patients, and pharmacies
• Handle more complex technical troubleshooting and sensitive situations
• Problem solve and de-escalate
• Effectively escalate tickets past the tier 2 queue if required
• Work cross functionally with other teams when required to solve an issue
• Vet and submit JIRA tickets for Engineering and Operations teams

Preferred Qualifications

Experience in Health Care is a plus

Benefits

• Medical, Dental and Vision
• Ancillary: Life, Short and Long Term Disability
• 401K match
• Flexible PTO
• Parental Leave
• Stock options
• Additional programs and perks