Virtual Care Support Specialist - Zendesk Expert

Swooped; United States; On-site; USD 32,000 - 37,000; Full time

Benefits offered by this job

Medical benefits

401K match

Flexible PTO

Stock options

Disability insurance

Total Rewards

Job summary

Wheel is seeking a Customer Support Specialist to help our care teams deliver high-quality virtual care at scale. You will triage Zendesk tickets, handle calls from clients, patients, and pharmacies, and collaborate with cross-functional teams to resolve issues.

The role requires 2–5 years in a fast-paced support environment with Zendesk expertise, strong communication, empathy, and calm handling of escalations. Please note shifts and hours when applying.

Qualifications

• 2-5 years of customer support in a high-volume, fast-paced role.
• Zendesk experience is required.
• Strong empathy, communication, and ability to manage escalations.

Responsibilities

• Triage or respond to second level Zendesk tickets within SLA.
• Answer incoming calls from clients, patients, and pharmacies.
• Troubleshoot complex issues and de-escalate when needed.
• Elevate tickets past tier 2 as required.
• Collaborate cross-functionally to resolve problems.
• Submit JIRA tickets for Engineering and Operations teams.

Skills

Zendesk

Customer support

Communication

Empathy

Escalation management

Phone support

Tools

JIRA

Job description

Wheel is seeking a Customer Support Specialist to help our care teams deliver high-quality virtual care at scale. You will triage Zendesk tickets, handle calls from clients, patients, and pharmacies, and collaborate with cross-functional teams to resolve issues.

The role requires 2–5 years in a fast-paced support environment with Zendesk expertise, strong communication, empathy, and calm handling of escalations. Please note shifts and hours when applying.