Customer Support Representative

The Role:To help us support our growing user base, Medely is looking to add another Customer Support Representative to our Customer Support team. Our mission is to provide best-in-class support and right now, we have a focus to ramp up our phone support team. In this role, you will serve as the first point of contact for the Medely customer base across the entire customer lifecycle from application and onboarding to booking jobs, payment discrepancies, and overall platform education. Your focus should always be on creating the best possible support experience while exercising a one-contact resolution mindset.Come join us in helping to reach Medely’s goal of continually innovating and adapting to our rapid growth, while embracing diversity and inclusion. As a scaling startup, your voice matters when it comes to process optimization and customer support best practices.The Impact You'll Make:Resolve customer cases via phone, live chat, and email in compliance with SLAs without sacrificing customer satisfactionTroubleshoot platform issues reported by customers and urgently escalate them to team leads for further investigationBridge communication between the Medely customer base and internal departments such as the Software, Compliance, and Account Management teamsProvide internal feedback and suggestions for process and product improvementsOther duties, as assignedSchedule: 8am - 5pm PSTWho You Are:Experience : 1 year experience in a call center environment or a customer support roleEducation : Bachelor’s degree or equivalent work experienceTyping speed of 65 WPM or higherProven track record of exceeding customer expectations and arriving at successful outcomes while under pressure. Customer-centric mentality with a sense of urgencyAbility to interact with customers at various levels of technical and non-technical depthOutstanding problem-solving, organization, prioritization, and multitasking skills with sharp attention to detailEager and quick to learn new technology toolsWelcomes constant changes to drive efficiencyMust have worked in a Mac environment with proficiency in web-based tools such as Google Suite.A plus: familiarity with Slack, Intercom, Front, Zendesk, Zoom, and TextExpanderThe estimated compensation for this role is: $20.44 - $24.98 per hour

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