Support Representative

tellihealth; United States; Remote; USD 40,000 - 70,000; Full time

Job summary

An innovative company is seeking a dedicated Support Agent to join their remote team. In this role, you will assist users with technical issues related to hardware and software, ensuring high levels of customer satisfaction. You will manage customer support cases through phone and email, providing timely solutions and maintaining HIPAA compliance. This position offers the opportunity to work in a dynamic environment focused on enhancing patient care through technology. If you have a passion for problem-solving and customer service, this is the perfect opportunity for you.

Benefits

Medical Insurance

Vision Insurance

Qualifications

• Two years of experience in a support role required.
• Strong proficiency in email support platforms and Google Sheets.

Responsibilities

• Handle complex customer support issues to ensure satisfaction.
• Respond to email inquiries professionally and accurately.

Skills

Customer Support

Problem-Solving

Communication Skills

Technical Support

Organizational Skills

Education

High School Diploma or equivalent

Tools

Monday.com

HelpScout

Google Sheets

Excel

Job description

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This position is work from home, however, the employee must live in one of the following states: Alabama, Arkansas, Delaware, Florida, Georgia, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Mississippi, New Hampshire, Montana, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, West Virginia, Wisconsin, Wyoming.

Company Overview:

Tellihealth is a dynamic and innovative Remote Patient Monitoring (RPM) and Chronic Care Management (CCM) company committed to revolutionizing patient care delivery through technology. With a focus on improving patient outcomes and enhancing healthcare efficiency, we leverage cutting-edge solutions to empower healthcare providers and transform the patient experience.

Position Summary:

As a Support Agent, you will be a crucial part of our support team, dedicated to assisting our users with technical issues or questions relating to computer hardware or software devices. Your primary responsibilities will include handling customer technical support cases through phone and email submissions. You will be expected to provide timely and effective solutions, ensuring a high level of user satisfaction.

Responsibilities:

• Handle and resolve complex and high-priority customer support issues forwarded by team members, ensuring customer satisfaction.
• Complete assigned tasks based on priority and agent expertise to optimize team workflow and efficiency.
• Respond to email inquiries in a timely, accurate, and professional manner, leveraging knowledge of support platforms like Monday.com and HelpScout.
• Act as the first point of contact for questions on support tickets, providing guidance and support.
• Provide education to support ticket issuers regarding their technical difficulties.
• Assist Lead Support Agents with assigned duties.
• Run reports as needed.
• Maintain HIPAA compliance by keeping all Protected Health Information (PHI) confidential.
• Other duties as assigned.

Requirements:

• High School Diploma or equivalent, required.
• Two (2) years of experience in Support Agent or a similar role, required.
• Proven experience in a supporting role within a customer support team, with a strong track record of coordinating tasks, assisting in team operations, and managing multiple responsibilities effectively.
• Expertise in email support platforms like Monday.com and HelpScout.
• Strong proficiency in Google Sheets and basic Excel functions.
• Strong problem-solving skills.
• Ability to manage complex, high-priority tasks efficiently and adapt to new situations or changes in priorities.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and adapt quickly to changing priorities.
• Strong organizational skills and a methodical approach to task and team management.
• A customer-focused attitude committed to providing the highest level of service.
• Relevant industry certifications and training are advantageous.
• Exemplifies Tellihealth's values: INtelligence, INnovation, and INtegrity.

Seniority level

• Associate

Employment type

• Full-time

Job function

• Administrative and Customer Service

Industries

• Hospitals and Health Care, Telephone Call Centers

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Inferred from the description for this job

Medical insurance

Vision insurance

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