Job Description

Customer Support Specialist

WellRight is looking for a self-motivated Customer Support Specialist who has a passion for problem solving. As a Customer Support Specialist you will have ultimate responsibility for customer support satisfaction through technical product support. Primary responsibilities include answering complex questions on function and usage of the product and prioritizing issues with appropriate escalation. A high degree of interaction and teamwork are required to be effective.

Role Responsibilities

• Receive and log support requests. Assess severity level of the problem and initiate the case resolution workflow.
• Monitor ticketing system for incidents. Manage ticket process to ensure focus on customer service and timeliness of resolution.
• Document procedures to ensure the successful expansion of future customer support operations. Define the level 1 and level 2 processes needed to make the team successful.
• Continually work to expand knowledge of WellRight products, resources, and computer operating systems; ability to troubleshoot, debug and recommend solutions.
• Report and test product issues by working with the technical team to resolve customer issues with a sense of urgency.
• Provide status updates on critical identified issues.
• Maintain and improve online help knowledgebase.

Job Requirements

• Bachelor’s degree (business, information systems, computer science, math or related field)
• Experience as a customer service or technical support specialist.
• Possess a passion for helping clients and colleagues and empathy for their challenges.
• Demonstrate excellent verbal and written communication skills.
• Able to handle stressful situations, excellent time management skills and attention to detail; resourceful and independent.
• Able to embrace the importance of teamwork and able to operate comfortably in an innovative, start-up environment.
• Possess a positive customer-centric attitude and ability to handle all client communications in a professional manner.
• Comfortable with learning new technology.
• Proficient in Microsoft Office applications including Word and Excel. Experience working with defect tracking software or customer support ticket software.
• Experience with HTML, CSS, XML, SQL is a plus.
• Some computer programming coursework or work experience is a plus.

About WellRight

• The company’s primary goal is to change people’s lives and make them well.
• Friendly environment with fun, energetic, supportive co-workers.
• The potential for growth and advancement.

Benefits:

• Health, Dental, and Vision Insurance
• Basic term life insurance
• PTO and Company paid holidays

Job Level: Entry Level (less than 2 years)

Job Type: Full-Time/Regular

Starting Date: ASAP

Job Type: Full-time