Hybrid Customer Support Specialist

at Repisodic, A Trella Health Solution

• Job title: Customer Support Specialist
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Philadelphia, United States

About the role

• Customer Support Specialist ensuring exceptional support for users of Repisodic's digital health products. Collaborating to enhance customer engagement and satisfaction while resolving inquiries.

Responsibilities

• Develop and maintain working functional knowledge of the Repisodic platform and its key components to effectively address customer inquiries.
• Apply strong diagnostic and troubleshooting skills to identify, isolate and resolve Tier 1 issues related to user access, permissions, data accuracy and routine technical errors.
• Manage the full ticket lifecycle by promptly responding to, resolving and documenting all customer support inquiries using the designated ticketing system and internal documentation.
• Achieve and maintain target Service Level Agreements (SLAs) for ticket response (e.g. < 30 minutes) and resolution, actively managing the personal queue to prevent backlog escalation.
• Execute clear and defined escalations to seamlessly transition complex or technical issues to the appropriate Tier 2 team for resolution.
• Handle customer complaints and critical feedback with professionalism and empathy providing clear solutions, documented options and consistent follow-up to secure final resolution.
• Maintain meticulous records of all customer interactions, accounts and documentation within Zendesk and Salesforce, ensuring strict adherence to communication protocols.
• Reach out to post-acute care organizations to verify their information related to customer support tickets as well as ongoing company projects.
• Actively contribute to a positive, collaborative team culture and provide constructive feedback to management to assist with continuous improvement of support processes.

Requirements

• Minimum 2 years of experience in a customer support or client service representative role.
• Solid communication skills by phone and email with professional active listening capabilities.
• Experience with or willingness to learn customer support software tools: Salesforce, Zendesk, and proprietary company software.
• Ability to lead customer orientation and adapt/respond to different types of customers, personalities, and circumstances.
• Ability to multi-task, prioritize, and manage time effectively.
• BA/BS degree or equivalent work experience.

Benefits

• Health, Dental, Vision & Voluntary Benefits
• Competitive Salary
• 401k Retirement Savings
• Flexible PTO & 10 Paid Holidays
• Flexible Work Hours
• Equity Shares
• Paid Leave Programs
• Marketplace for discounted retail and entertainment