Customer Support Representative

About TeamBuilder

TeamBuilder is an expanding healthcare SaaS company dedicated to revolutionizing healthcare through cutting-edge technology. We prioritize empowering our users by delivering innovative solutions coupled with a commitment to excellence. Our team is youthful, fast-growing, and thrives in a dynamic, innovative, and collaborative setting.

Role Overview

We are seeking a Client-Focused Customer Support Representative to help our customers fulfill their business objectives and enhance the utilization of TeamBuilder's platform. This role is integral to our customer success division, working closely with product and implementation specialists to facilitate product delivery and promptly address client concerns.

Key Responsibilities

• Deliver prompt, high-quality solutions to a broad spectrum of customer tickets, typically Tier 1 and Tier 2, handling 10 to 20 requests daily.
• Effectively manage customer expectations by providing clear, actionable resolutions that minimize business disruptions.
• Follow established ticket processing protocols to log, prioritize, and escalate issues appropriately.
• Offer technical guidance to customers on using the TeamBuilder platform and advocate for adoption of learning and optimization resources.
• Work collaboratively with internal teams to exchange best practices and improve support documentation and processes.
• Participate in shift rotations as needed to ensure coverage across various time zones.

Required Skills and Attributes

• Demonstrate eagerness to learn and attain expertise on TeamBuilder’s solutions to support product deployment and customer satisfaction.
• Maintain stamina and multitask effectively in a fast-moving environment, handling several requests simultaneously.
• Engage in constructive cross-functional teamwork and creative problem resolution.
• Possess excellent listening, written, and verbal communication capabilities.
• Build and sustain productive relationships with customers and colleagues across organizational levels.
• Show dedication to the company’s mission, customer success, and delivering excellent outcomes.

Qualifications

• Preferably have experience in technical customer support or helpdesk roles, ideally within a startup SaaS context.
• Undergraduate degree preferred or comparable work experience; relevant certifications are advantageous.
• Familiarity with programming basics or prior help-desk experience handling live chat or email support is an asset; experience with Zendesk is desirable.
• Ability to work remotely and accommodate multiple time zones is required.

Additional Information

• Employment Type: Full-time, exempt status.
• Work Location: Remote.
• Benefits include competitive salary, paid time off, medical insurance, performance bonuses, and equity potential.
• We nurture a collaborative and mission-driven culture that embraces innovation and emphasizes customer success.