Customer Support Specialist, Glooko

• Empathy
• The ability to move quickly without rushing
• Fabulous time management skills
• A sense of ownership and teamwork
• Strong communication skills, both written and verbal
• Strong bias for action, ability to dive deep, and insistence on the highest standards
• Technical know-how - you’re comfortable interfacing with engineers, translating complex technical concepts into everyday language, and working with SaaS systems
• 1 - 3 years of experience supporting a software product, preferably SaaS Healthcare
• Excellent troubleshooting, root cause analysis, and problem-solving skills
• Experience managing cases throughout the entire support lifecycle: from initial customer inquiry, to triage and reproduction, writing bug reports for hand off to the development team and case resolution
• Zendesk, JIRA/Confluence, Pendo, and Salesforce experience a plus
• An attitude focused on customers and an ability to empathize with what they experience
• Exceptional verbal communication skills with friendly, patient and professional phone demeanor
• Exceptional written communication skills with the ability to quickly compose clear and concise answers
• Individual performer and team player with a vested interest in continuous self-improvement
• Ability to work in a hyper-growth environment with shifting priorities

Desirable

• You will provide stellar support to our customers through phone calls, chat, SMS, and email
• The support you provide will require you to have a solid understanding of our mobile and web apps, our multiple methods of uploading data, and our compatibility with other manufacturer products such as blood glucose meters, insulin pumps, and continuous glucose monitors
• Don’t worry, we will teach you
• You will thrive if you are a self- motivated individual who enjoys learning new things
• Provide outstanding support to patients, clinics, and partners with a strong focus on customer satisfaction and efficiency
• Troubleshoot and thoroughly research technical issues and escalate bugs to internal teams appropriately
• Maintain high levels of customer satisfaction by providing timely and accurate responses
• Embrace shared responsibility for commercial success by recognizing growth opportunities, reinforcing Glooko’s value, and partnering with Sales and Customer Success to support expansion
• Identify trends related to customer inquiries and provide regular feedback to management as needed
• Participate in additional projects within the Support team or cross-functionally as needed