Tier 2 User Support Specialist - PST

Freddie Mac; United States; Remote; USD 55,000 - 65,000; Full time

Job summary

Join a mission-driven team at an innovative digital health company dedicated to transforming heart health management. As a Tier 2 User Support Specialist, you will play a crucial role in providing exceptional support to users, ensuring they can effectively utilize our cutting-edge app and connected heart monitor. Your expertise will help customers navigate their heart health journey, while your problem-solving skills will contribute to the continuous improvement of our services. If you are passionate about making a positive impact and thrive in a collaborative environment, this is the perfect opportunity for you.

Qualifications

• 1+ years of customer support experience in SaaS or digital health.
• Proven ability to multitask and prioritize in a fast-paced environment.

Responsibilities

• Provide empathetic guidance on Hello Heart functionality.
• Identify, document, and troubleshoot technical issues.

Skills

Customer Support

Problem-Solving

Communication Skills

Technical Troubleshooting

Multitasking

Tools

Zendesk

Job description

About Hello Heart:

Hello Heart is on a mission to change the way people care for their hearts. The company provides the first app and connected heart monitor to help people track and manage their heart health. With Hello Heart, users take steps to control their risk of heart attacks and stroke - the leading cause of death in the United States. Peer-reviewed studies have shown that high-risk users of Hello Heart have seen meaningful drops in blood pressure, cholesterol and even weight. Recognized as the digital leader in preventive heart health, Hello Heart is trusted by more than 130 leading Fortune 500 and government employers, national health plans, and labor organizations. Founded in 2013, Hello Heart has raised more than $138 million from top venture firms and is a best-in-class solution on the American Heart Association's Innovators' Network and CVS Health Point Solutions Management platform. Visit www.helloheart.com for more information.

About the Role:

We're looking for an enthusiastic Tier 2 User Support Specialist to provide comprehensive support to our Hello Heart users. This position requires excellent written and verbal communication skills, creativity, strong problem-solving skills, and a positive attitude.

If you are someone who wakes up in the morning and wants to do good for the world, come join an all-star, mission-driven team that's building life-saving solutions.

Responsibilities:

• Become a product expert and provide clear, empathetic guidance to customers as well as internal partners on Hello Heart functionality
• Identify, document, troubleshoot, and report technical issues with our hardware and software, involving the Tier 3 team when needed
• Handle escalated customer inquiries via phone and email
• Manage and follow up on tickets to ensure timely resolution and to maintain high customer satisfaction (CSAT) while meeting established Service Level Agreements (SLAs)
• Maintain consistent ticket volume and a high quality of ticket handling
• Assist with updating and maintaining our internal knowledge bases and external self-help documentation (FAQs)

Qualifications:

• Must be currently located in PST or MST time zone
• Expected working hours: Monday - Friday / 9 AM - 5 PM PST
• 1+ years of customer support experience at a SaaS or digital health company
• Previous experience with Zendesk or equivalent support ticketing system
• Proven experience identifying, debugging, and documenting technical issues
• Proven ability to multitask and prioritize in a fast-paced environment
• Self-motivated with the ability to work independently in a remote environment

Bonus:

• Working proficiency or fluency in Spanish is a plus

The US base salary range for this full-time position is $55,000.00 to $65,000.00 Salary ranges are determined by role and level. Compensation is determined by additional factors, including job-related skills, experience, and relevant education or training. Please note that the compensation details listed in US role postings reflect the annual salary and bonus only, and do not include equity or benefits.

#LI-REMOTE #LI-EG #LI-DNP

Hello Heart has a positive, diverse, and supportive culture - we look for people who are collaborative, creative, and courageous. Oh, and if you want to see some recent evidence of the fun things we do at Hello Heart, check out our Instagram page.