客户支持（一级/二级）代表
Customer Support (Tier I/II) Representative
TeamBuilder 是一家快速发展的医疗健康 SaaS 公司，致力于通过创新技术改变医疗行业。我们相信，通过创新的解决方案和对卓越的承诺，可以赋能我们的客户。我们年轻且迅速成长的团队正在寻找充满热情的专业人士，他们能够在动态、创新和协作的环境中茁壮成长。
我们正在寻找一位早期职业的客户支持代表，该职位以客户为中心，帮助我们的客户实现业务目标并最大化 TeamBuilder 平台的价值。你将成为客户成功团队的重要成员，与产品和实施专家紧密合作，支持产品的交付，并在问题和担忧出现时及时响应。
关键职责
· 为各种客户支持请求（通常是 Tier 1 和 Tier 2）提供高质量、及时的解决方案，每天处理约 20+ 个工单。
- 管理客户期望，提供清晰、可操作的解决方案，同时尽量减少对其业务的干扰。
- 遵循工单处理流程，确保所有问题都被记录、优先处理并根据需要升级。
- 与客户分享技术专业知识，指导他们使用 TeamBuilder 的平台，并推广我们学习和优化工具的使用。
- 与内部团队协作，分享最佳实践，并为支持流程的文档编写和优化做出贡献。
- 按需参与轮班覆盖，确保不同时区的客户需求得到满足。
技能与特质
· 积极寻求学习，成为 TeamBuilder 产品的专家，以支持产品交付和客户成功；在处理任务和支持请求时表现出精准性。
- 必须具备耐力，能够在快节奏的环境中优先处理并同时管理多项任务和请求。
- 跨职能协作，积极参与创新性的问题解决。
- 优秀的主动倾听、书面和口头沟通能力。
- 能够与客户和同事在各个层级建立并维持有效的关系。
- 展现出对我们的使命、客户成功和出色成果的强烈承诺。
资格要求
· 理想情况下，有技术客户服务或客服代表的经验，最好是在专业/临床环境中的经验。
- 本科以上学历优先，或具有同等工作经验。
查看英文原文
TeamBuilder is a rapidly growing healthcare SaaS company on a mission to transform healthcare with our innovative technology. We believe in empowering our customers through inventive solutions and a commitment to excellence. Our young, rapidly growing team is looking for passionate professionals who thrive in a dynamic, innovative, and collaborative environment.
We are looking for an early-career Customer Support Representative who is client-focused and enables our customers to achieve their business goals and maximize the value of TeamBuilder’s platform. You’ll be a vital part of our customer success team working closely with product and implementation experts to support the delivery of the product to our clients and responding to issues and concerns as they arise.
Key Responsibilities
· Provide high-quality, timely solutions to a variety of customer support requests, (typically Tier 1 and 2) responding to approximately 20+ tickets per day.
- Manage customer expectations and provide clear, actionable resolutions while minimizing disruption to their business.
- Adhere to ticket processing workflows, ensuring all issues are logged, prioritized and escalated as needed.
- Share technical expertise with clients, guiding them through the use of TeamBuilder’s platform and promoting adoption of our learning and optimization tools.
- Collaborate with internal teams to share best practices and contribute to the documentation and streamlining of support procedures.
- Participate in shift coverage as required, ensuring client needs are met across time zones.
Skills & Traits
- Actively seek to learn, and become expert on TeamBuilder’s product to support product delivery and customer success; demonstrate precision in handling tasks and support requests.
- Must have stamina and the ability to prioritize and manage multiple tasks and requests simultaneously in a fast-paced environment.
- Collaborate cross-functionally and engage in inventive problem-solving.
- Excellent active listening, written, and verbal communication abilities.
- Ability to establish and maintain effective relationships with customers and colleagues at all levels.
- Display a strong commitment to our mission, customer success, and delivering outstanding results.
Qualifications
· Ideally, some experience in technical customer service or a help desk role, preferably within a professional/clinical environment.
- Undergraduate degree strongly preferred or equivalent work experience considered. Relevant certifications are a plus.
- Some experience with SaaS customer service or a client-facing help-desk background answering live chats and emails. Use of Zendesk is desirable.
- Ability to work remotely across multiple time zones, with flexibility to shift hours based on client demand and location.
Additional Information
· Job Type: Full-time, Exempt
- Location: Remote
- Compensation: Competitive and includes paid time off, medical benefits, and the potential for an annual performance bonus and equity.
- Culture: We foster a collaborative, mission-driven culture that values innovation and prioritizes customer success.
Originally posted on Himalayas