Customer Support Specialist

Summary

Join Wheel as a Customer Support Specialist and make a significant impact on our customer experience. You will be responsible for triaging and responding to second-level support tickets, handling incoming calls, and troubleshooting 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, comprehensive benefits, and opportunities for professional growth. The ideal candidate will possess empathy, patience, and the ability to manage escalations effectively. Wheel is committed to diversity and encourages applications from all qualified individuals.

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