Note: The job is a remote job and is open to candidates in USA. Propelus simplifies workforce compliance management across healthcare through technology, data, and strategic partnerships. The Customer Support Specialist will provide high-volume technical assistance to CE Broker users through chat, email, and phone, troubleshoot software and account issues, educate customers on account options, and collaborate on product feedback and process improvements.
Responsibilities
- Multichannel Inbound Support: Provide expert assistance via live chat, email, and phone. Inbound phone support can account for up to 80–100% of your daily activity to meet the needs of the business
- Efficiency & Quality: Maintain a high performance standard, consistently resolving a minimum of 8 tickets per hour while maintaining top-tier customer satisfaction scores
- AI-Augmented Workflow: Work alongside our AI agents, who handle initial triage. You will step in to manage complex human interactions and ensure a complete customer journey
- Problem Solving: Go beyond the script to troubleshoot software bugs and navigation issues. You will be the "power user" of the CE Broker platform
- Account Education: Educate customers on our upgraded CE tracking account options, helping them understand the features available to them and guiding them toward the right plan for their needs
- Voice of the Customer: Proactively surface product feedback and recurring friction points to our internal teams to help improve the CE Broker user experience
- Process Improvement: Collaborate with the team to enhance our internal knowledge base and streamline support documentation
Skills
- • SaaS Support Experience: 2+ years in a contact center or technical support role, specifically within the SaaS industry
- • Proficiency with Zendesk(or a similar CRM) is required. You must be comfortable navigating deep ticket histories and utilizing macros efficiently
- • A positive mindset toward the evolution of AI in the workplace and a proven ability to learn new software platforms quickly
- • Excellent verbal and written English. You can translate technical concepts into simple, friendly instructions for non-technical users
- • A quiet, dedicated, and professional home workspace
- • High-Speed Internet: Minimum 25–50 Mbps download / 5–10 Mbps upload
- • VOIP Stability: A stable connection capable of supporting consistent, high-quality phone calls throughout your entire shift
- • Associate's degree or higher is preferred
- (Fluency in Spanish is a major plus!)
Benefits
- Professional development allowance
- Flexibility for balancing work with the rest of life
- Ample PTO, including paid time off for volunteering, your birthday, and becoming a new parent
- For US employees: 401K with company matching
- For US employees: financial planning education and resources
- For US employees: choice of HSA, FSA, and traditional medical, dental, and vision insurance options for themselves and dependents
- For US employees: annual Lifestyle Spending Account (LSA), usable for expenses such as a gym membership, meditation app, work-from-home equipment, or fresh produce delivery
- For LATAM employees: 100% coverage of health insurance premiums, including national and international coverage
- For LATAM employees: Propelus Flex Club flexible benefits platform with monthly points to redeem on eligible needs
- For LATAM employees: access to exclusive discounts through Propelus Flex Club
- For LATAM employees: life insurance policy paid 100% by the company
- For LATAM employees: option to add beneficiaries at an exclusive, discounted rate
- Remote work arrangement
Company Overview