Job Description

The Customer Support Specialists are a business-essential role that serve as the frontline support for our clients, providing SaaS support.

We're committed to bringing passion and customer focus to the business.

Primary Responsibilities:

• Develop understanding of internal/external systems and features we support
• Provide first-class customer support via phone, chat, and ticketing
• Maintain accurate records of customer interactions and transactions, including detailed notes on inquiries, issues, and resolutions
• Assist customers with setting up payment terminals, answering chargeback questions, and coordinate with our Pay team as needed to resolve merchant service related issues
• Identify client issues, help solve them, and escalate as necessary per escalation policy
• Stay up to date with product developments, feature launches, and policy changes
• Contributes to the support team during meetings by sharing customer issues, feature requests, program functionality, effective workarounds, and troubleshooting ideas
• Actively supports colleagues in Team channels by answering questions, sharing quick solutions, and troubleshooting assistance in real time
• Cross-train to support other functions within the department as business needs require

What we expect from you

• Strong ability to problem-solve
• Previous experience working in customer service role, medical or optical experience preferred
• Communicate effectively with customers to identify needs and provide solutions
• Experience or understanding of the US healthcare system is preferred
• Must have good Microsoft office skills with a working knowledge of Teams, Word and Excel
• Excellent communication skills, both written and verbal
• Solid organizational and time management skills
• Salesforce Service is a plus
• Availability to work either the 2 pm - 10 pm shift or the 4 pm – 12 am shift, Monday–Friday

What you will get from us:

• Possibility of a hybrid model of work after the training period
• Paid training
• Opportunity to work with a dynamic, fast-growing team
• Private health insurance
• Benefit package available to all our employees (day off for a birthday, discounts with our partners from different industries)

If you are ready to contribute to this position, apply now with your CV in English. We look forward to your application!

Note: Only shortlisted candidates will be contacted. Best of luck!