Benefits Platform Expert & Customer Advocate

Thatch Health; Austin (TX); On-site; USD 50,000 - 70,000; Full time

Job summary

A healthcare technology company based in Austin, Texas is seeking an experienced Customer Support Specialist to join their Employer Servicing team. In this role, you will be the subject matter expert on the benefits platform, resolving customer issues efficiently while offering a human touch. Ideal candidates will have 3+ years of experience in technical support or customer-facing operations within B2B sectors, excellent communication skills, and a problem-solving mindset. This position offers an opportunity to foster meaningful relationships with clients while enhancing their experience with the platform.

Qualifications

• 3+ years in customer-facing operations or technical support within B2B environments.
• Proven ability to explain technical concepts clearly to non-technical audiences.
• Experience in collaborating with engineering teams to resolve customer issues.

Responsibilities

• Interface with customers via email, phone, and video conferencing to resolve issues.
• Conduct consultative calls and provide detailed explanations on complex topics.
• Investigate and resolve technical problems by analyzing system logs.

Skills

Excellent written and verbal communication skills

Problem-solving skills

Technical knowledge

Experience with HR platforms

Ability to handle high volumes

Tools

Zendesk Analytics

Metabase

Looker

Job description

A healthcare technology company based in Austin, Texas is seeking an experienced Customer Support Specialist to join their Employer Servicing team. In this role, you will be the subject matter expert on the benefits platform, resolving customer issues efficiently while offering a human touch. Ideal candidates will have 3+ years of experience in technical support or customer-facing operations within B2B sectors, excellent communication skills, and a problem-solving mindset. This position offers an opportunity to foster meaningful relationships with clients while enhancing their experience with the platform.