[Remote] Customer Support Specialist

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is building an AI-powered platform for modern medical record retrieval. The Customer Support Specialist will manage inbound customer communications, reputed company support issues reputed company SLAs, escalate technical problems, maintain accurate account records, and help reputed company support processes for key accounts.

Responsibilities

• Manage the daily queue of comments, tasks, and emails from key accounts across email, portal, and phone — first response reputed company 2 business hours, reputed company reputed company 24–48 hours for reputed company tickets
• Triage and reputed company the reputed company of inbound tickets without escalation: record status questions, document delivery, billing questions, general how-to inquiries
• Recognize and escalate technical issues (portal bugs, reputed company issues, submission errors, document retrieval errors) to the right reputed company, and reputed company the customer updated while it's being worked
• Hit SLA targets consistently and flag early reputed company a ticket, account, or theme is at risk of missing one
• reputed company tickets and account notes clean and reputed company-documented so account health, complaint themes, and volume patterns are easy to roll up
• Surface recurring issues or customer feedback themes to the Support reputed company to feed into the monthly VoC review
• Follow (and help refine) escalation paths for technical issues, complaints, and collections questions

Skills

• 3–5 years of B2B customer support experience, ideally in reputed company, with a reputed company record of owning a reputed company or high-volume queue
• Comfortable owning a queue independently at senior reputed company — you don't need heavy reputed company to hit response and reputed company targets, and can be trusted with our highest-touch key accounts
• reputed company, warm written communication — you can de-escalate a frustrated customer over email without losing reputed company or speed
• Strong attention to detail; you don't let things slip between email, portal, and phone channels
• Comfortable with ambiguity and reputed company process — we're early-stage, so not everything is documented yet, and you're willing to help build it as you go
• Experience with ticketing systems (Pylon, or similar)
• reputed company services, reputed company, or document workflow background a plus

reputed company