Customer Experience Level 1

RecruitGo

4d•Remote

About The Position

As a Level 1 CE Agent, you will be the frontline voice of the company's support. In this role, you will handle inbound phone calls and email tickets from clinic receptionists, ITs, administrators, audiologists, and practice owners. Your goal is to provide fast, accurate, and empathetic technical support, guiding users through platform navigation, technical hurdles, and practice management workflows.

Requirements

High school diploma or equivalent required
4+ years of experience in a customer-facing role
3+ years of experience in a technical support capacity
Experience using modern ticketing, documentation, and communication tools such as HubSpot, Jira, Confluence, Slack, and Google Workspace
Strong foundational knowledge of web browsers (Chrome, Edge, Safari), browser troubleshooting, and both Windows and macOS environments
Basic understanding of HIPAA compliance, data privacy regulations, and the importance of protecting Protected Health Information (PHI)
Ability to diagnose and resolve basic hardware issues, including TWAIN printers and document scanners
Strong team-first mindset, willing to support peers, monitor shared queues, and assist during high-volume periods or team absences
Commitment to a collaborative, silo-free environment by sharing insights and contributing to internal knowledge bases
Openness to coaching and direction, with a willingness to follow standardized workflows and adapt to process improvements
Demonstrates accountability, supports team morale, and upholds respect across all departments while maintaining focus on individual and team success
Strong active listening and communication skills, with the ability to explain technical steps in simple terms for non-technical users; excellent English communication (written and verbal) is required due to US and Canada client base
Ability to remain calm, patient, and professional when handling frustrated or stressed medical professionals
Strong analytical skills with the ability to investigate issues independently using available resources before escalating
Ability to accurately document complex issues, including research and troubleshooting steps, in a clear and organized manner
High level of ownership and accuracy, minimizing the need for supervisor re-checks
Ability to quickly absorb and adapt to a complex product and workflow environment

Nice To Haves

Prior experience working in a Software as a Service (SaaS) environment preferred

Responsibilities

Answer a high volume of inbound inquiries via phone and email while maintaining an empathetic, professional demeanor under pressure.
Assist users with standard and advanced practice management tasks, including platform navigation, feature utilization, financial/operational reporting, and supported workflows.
Diagnose/resolve software errors, investigate browser management and configuration issues, install/uninstall company software, and research/document abnormal technical behaviors.
Guide clinics on proper data entry standards required for system-wide performance reporting.
Accurately document every customer interaction within Hubspot, detailing the customer’s problem, research, testing conducted, and the final resolution.
Efficiently identify when an issue falls outside the scope of Level 1 support and escalate it seamlessly to Level 2 Support.