Zendesk User Support Specialist (Healthcare)

MUST BE OKAY WITH MONTHLY SALARY!

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We are seeking a skilled and dedicated User Support Specialist to join our growing Client Success team. In this role, you’ll be responsible for triaging and resolving client support tickets, troubleshooting issues, and assisting in the creation of help center content. You’ll also play a key role in ensuring smooth communication between clients and various internal teams. If you have experience in customer support or success, particularly in a healthcare setting, and enjoy helping others solve problems in a fast-paced environment, we want to hear from you!

Key Responsibilities:
-Triage Zendesk Tickets: Efficiently route incoming tickets to the appropriate teams and resolve inquiries promptly.
-Troubleshooting Support: Provide quick resolutions for client issues via chat and phone, ensuring high-quality customer -service.
-Performance Metrics: Meet and exceed standard performance metrics, including response times, resolution times, and customer satisfaction scores.
-Help Center Content: Assist in the creation and maintenance of content for the Help Center, ensuring that users have access to up-to-date information and resources.
-Collaboration: Work closely with other call centre professionals to improve customer service processes and ensure smooth service delivery.
-Follow-up Support: Provide follow-up support to associated client delivery teams as needed to ensure ongoing client satisfaction.
-Additional Duties: Support other tasks as assigned by the Senior Director of Client Operations.


What a Typical Day Looks Like:
Your day will begin by reviewing incoming support tickets through Zendesk, quickly triaging them to the appropriate departments or resolving them directly. You’ll also be assisting clients over the phone or through chat, ensuring they are satisfied with the support they receive. Your expertise in the Atlas platform and healthcare regulations will be essential in troubleshooting issues and providing accurate, timely solutions. You’ll collaborate with your team to enhance the overall customer experience and contribute to the continuous improvement of our support processes.

Must-Have Skills & Experience:
-At least 2 years of experience in customer service, support, or success, with a focus on resolving client issues effectively.
-At least 1 year of experience in a healthcare customer service role or working within a healthcare organization.
-Knowledge of HIPAA regulations and experience ensuring compliance in a client-facing support role.
-Proficient computer skills and comfort with troubleshooting technical issues.
-Experience in a technical call center environment (preferred).
-Familiarity with Zendesk or similar customer support platforms (preferred).
-Excellent verbal and written communication skills, with the ability to engage and build rapport with clients at all levels.
-Strong problem-solving abilities and a self-driven approach to resolving client issues.
-Demonstrated ability to collaborate effectively with internal teams and external clients.

If you think you're the right person for the role, send your CV to mary@tawk.to and add me on Skype: live:.cid.65f012e04958cdfb