User Support Specialist, Hello Heart

• If you are someone who wakes up in the morning and wants to do good for the world, come join an all-star, mission-driven team that's building life-saving solutions
• Must be currently located in PST or MST time zone
• Expected working hours: Monday - Friday / 9 AM - 5 PM PST
• 1+ years of customer support experience at a SaaS or digital health company
• Previous experience with Zendesk or equivalent support ticketing system
• Proven experience identifying, debugging, and documenting technical issues
• Proven ability to multitask and prioritize in a fast-paced environment
• Self-motivated with the ability to work independently in a remote environment

Desirable

• We’re looking for an enthusiastic Tier 2 User Support Specialist to provide comprehensive support to our Hello Heart users
• This position requires excellent written and verbal communication skills, creativity, strong problem-solving skills, and a positive attitude
• Become a product expert and provide clear, empathetic guidance to customers as well as internal partners on Hello Heart functionality
• Identify, document, troubleshoot, and report technical issues with our hardware and software, involving the Tier 3 team when needed
• Handle escalated customer inquiries via phone and email
• Manage and follow up on tickets to ensure timely resolution and to maintain high customer satisfaction (CSAT) while meeting established Service Level Agreements (SLAs)
• Maintain consistent ticket volume and a high quality of ticket handling
• Assist with updating and maintaining our internal knowledge bases and external self-help documentation (FAQs)