Note: The job is a remote job and is open to candidates in USA. TeamBuilder is a rapidly growing healthcare SaaS company focused on transforming healthcare through innovative technology. The Customer Support Representative supports customers by resolving Tier I and II requests, guiding platform adoption, managing ticket workflows, and collaborating with internal teams to improve support procedures.
Responsibilities
- Provide high-quality, timely solutions to a variety of customer support requests, (typically Tier 1 and 2) responding to approximately 20+ tickets per day
- Manage customer expectations and provide clear, actionable resolutions while minimizing disruption to their business
- Adhere to ticket processing workflows, ensuring all issues are logged, prioritized and escalated as needed
- Share technical expertise with clients, guiding them through the use of TeamBuilder’s platform and promoting adoption of our learning and optimization tools
- Collaborate with internal teams to share best practices and contribute to the documentation and streamlining of support procedures
- Participate in shift coverage as required, ensuring client needs are met across time zones
Skills
- Actively seek to learn, and become expert on TeamBuilder's product to support product delivery and customer success; demonstrate precision in handling tasks and support requests
- Must have stamina and the ability to prioritize and manage multiple tasks and requests simultaneously in a fast-paced environment
- Collaborate cross-functionally and engage in inventive problem-solving
- Excellent active listening, written, and verbal communication abilities
- Ability to establish and maintain effective relationships with customers and colleagues at all levels
- Display a strong commitment to our mission, customer success, and delivering outstanding results
- Some experience with SaaS customer service or a client-facing help-desk background answering live chats and emails
- Ideally, some experience in technical customer service or a help desk role, preferably within a professional/clinical environment
- Undergraduate degree strongly preferred or equivalent work experience considered
- Use of Zendesk is desirable
- Relevant certifications are a plus
Benefits
- Annual performance bonus opportunity
- Equity opportunities for eligible roles
- Robust medical, dental, and vision coverage options with 70% company contribution toward medical premiums, effective the 1st of the month following your start date
- Health Savings Account (HSA)-eligible plan options
- 401(k) with 3% company match
- 15 days of PTO plus company holidays
- Fully remote work environment
- Employee Assistance Program (EAP)
- Tech and wellness reimbursements
- Home-office setup
- Annual company off-site
Company Overview