Remote User Support Specialist – AI Health Platform

SportsTechJobs; United States; Remoto; USD 60.000 - 72.000; Tempo pieno

Descrizione del lavoro

Hello Heart is hiring a User Support Specialist to help our members with empathy and clear communication. You will balance email and phone requests, investigate issues, and guide escalations to the right resolution.

You’ll work with a collaborative team and utilize approved AI tools, while protecting member information under HIPAA rules. The role reports to the Senior Manager of User Support and requires a quiet, private workspace.

Competenze

• Prior experience in customer support or technical support.
• Strong written and verbal communication skills.
• Ability to explain technical issues in simple terms.
• Good problem-solving and organizational skills.
• Experience using Zendesk or similar CRM.

Mansioni

• Manage support queue with timely email and phone responses.
• Investigate app, device, and account issues and guide resolutions.
• Meet targets for response times and customer satisfaction.
• Own support requests through resolution and keep members informed.
• Escalate issues requiring cross-team collaboration and protect PHI.

Conoscenze

Customer support experience

Strong communication

Problem-solving

Explain technical issues simply

Attention to detail

Team collaboration

Zendesk

AI tools usage

HIPAA compliance knowledge

Strumenti

Zendesk

AI Tools (ChatGPT, Claude, Gemini)

Descrizione del lavoro

Hello Heart is hiring a User Support Specialist to help our members with empathy and clear communication. You will balance email and phone requests, investigate issues, and guide escalations to the right resolution.

You’ll work with a collaborative team and utilize approved AI tools, while protecting member information under HIPAA rules. The role reports to the Senior Manager of User Support and requires a quiet, private workspace.