User Support Specialist
16 hours ago
🇺🇸 United States – Remote
🍂 Massachusetts – Remote
⏰ Full Time
🟢 Junior
🟡 Mid-level
💝 Customer Support
🚫👨🎓 No degree required
🦅 H1B Visa Sponsor
Description
• VideaHealth is looking for a User Support Specialist to support customer users. • Provide tier 1 and tier 2 customer support. • Provide technical assistance with the company's platform. • Communicate via telephone, live chat, SMS and email to address user inquiries. • Triage ticket queue for feature requests and bugs, escalate if necessary. • Answer client questions or concerns in a timely, informative, and professional manner. • Day-to-day ticket management and manage client SLA response times. • Run analyses on support queue response performance and trends. • Write and modify user support documentation. • Collaborate with Product and Engineering to resolve client bugs or installation-related issues.
Requirements
• 2+ years of demonstrated SaaS experience supporting end users while providing excellent customer service and enjoy serving others. • Ability to quickly become a product expert • Start-up experience and understanding the unique experience and expectations it entails • Highly organized, detail oriented, able to multitask, and easily adapts and responds to change • Methodical analytical troubleshooting capabilities with the ability to stay calm under pressure • Excellent documentation skills with an eye for details and accuracy • Strong work ethic and ability to work in a dynamic work environment • Expert communication, self-motivated, able to work alone and be a team player • Experience in the dental field is a plus • Demonstrated experience in troubleshooting technical and end user issues • Familiarity with CRM and ticketing systems • Experience writing SQL queries and reviewing system logs
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