Empathetic User Support Specialist, AI Health Platform

Applied Labs; United States; In loco; USD 60.000 - 72.000; Tempo pieno

Descrizione del lavoro

Hello Heart in the United States seeks a User Support Specialist who combines empathy with strong problem-solving to assist members. Reporting to the Senior Manager of User Support, you will balance email and phone requests, investigate complex issues, and guide escalations to resolution.

You will meet team goals for response times and member satisfaction while protecting healthcare information and staying current on product changes. You will use approved AI tools to improve work and processes.

Competenze

• Experience delivering customer support or technical support.
• Ability to explain technical issues in simple terms to members.
• Strong problem-solving, good judgment, and organization in busy times.
• Willingness to learn from mistakes and share ideas.
• Experience using Zendesk or similar customer-support systems.
• Experience with AI tools like ChatGPT, Claude or Gemini to solve problems and improve daily work.

Mansioni

• Manage the support queue, balancing timely emails and phone responses while ensuring a great member experience.
• Investigate app, device, and account issues to identify causes and solve problems.
• Meet team goals for response times, member satisfaction, and ticket quality.
• Own support requests through resolution and keep members informed.
• Assist members with difficult or sensitive situations with empathy and good judgment.
• Identify issues affecting multiple members and elevate appropriately.
• Collaborate with teammates and other departments, sharing updates early when needed.
• Protect member information by following HIPAA guidelines and Hello Heart policies.
• Stay current on product changes and suggest improvements to support processes.
• Use approved AI tools to improve work and verify AI results.

Conoscenze

Customer support experience

Clear written and verbal communication

Problem solving

Open to feedback

Explain technical issues simply

Experience using AI tools

HIPAA awareness

Quiet privacy for healthcare info

Strumenti

Zendesk

ChatGPT

Claude

Gemini

Descrizione del lavoro

Hello Heart in the United States seeks a User Support Specialist who combines empathy with strong problem-solving to assist members. Reporting to the Senior Manager of User Support, you will balance email and phone requests, investigate complex issues, and guide escalations to resolution.

You will meet team goals for response times and member satisfaction while protecting healthcare information and staying current on product changes. You will use approved AI tools to improve work and processes.