Customer Support Specialist

The Customer Support Specialist at Glooko is responsible for providing exceptional support to customers through various channels such as phone calls, chat, SMS, and email. They will need to have a solid understanding of Glooko's mobile app, data uploading methods, and compatibility with other manufacturer products. The role requires strong troubleshooting and research skills, as well as the ability to maintain high levels of customer satisfaction. The Customer Support Specialist will also be involved in creating product knowledge documentation and handling logistics inquiries. This is a remote position with set working hours from Monday to Friday.

• Provide outstanding support to patients, clinics, and partners with a strong focus on customer satisfaction and efficiency
• Troubleshoot and thoroughly research technical issues and escalate bugs to internal teams appropriately
• Maintain high levels of customer satisfaction by providing timely and accurate responses
• Educate customers on the functionality and use of Glooko’s products
• Identify trends related to customer inquiries and provide regular feedback to management as needed
• Create and/or edit product knowledge documentation such as Help Center articles
• Handle logistics and shipping inquiries
• Participate in additional projects within the Support team or cross-functionally as needed

• Hours for this position are from Monday through Friday 8:00 AM to 5:00 PM EASTERN DAYLIGHT TIME
• Provide outstanding support to patients, clinics, and partners with a strong focus on customer satisfaction and efficiency
• Troubleshoot and thoroughly research technical issues and escalate bugs to internal teams appropriately
• Maintain high levels of customer satisfaction by providing timely and accurate responses
• Educate customers on the functionality and use of Glooko’s products
• Identify trends related to customer inquiries and provide regular feedback to management as needed
• Create and/or edit product knowledge documentation such as Help Center articles
• Handle logistics and shipping inquiries
• Participate in additional projects within the Support team or cross-functionally as needed
• 1 - 3 years of experience supporting a software product, preferably SaaS Healthcare
• Excellent troubleshooting, root cause analysis, and problem-solving skills
• Experience managing cases throughout the entire support lifecycle: from initial customer inquiry, to triage and reproduction, writing bug reports for handoff to the development team and case resolution
• Zendesk, JIRA, and Confluence experience
• An attitude focused on customers and an ability to empathize with what they experience
• Exceptional verbal communication skills with a friendly, patient, and professional phone demeanor
• Exceptional written communication skills with the ability to quickly compose clear and concise answers
• Individual performer and team player with a vested interest in continuous self-improvement
• Ability to work in a hyper-growth environment with shifting priorities
• Bonus: Zendesk Admin experience
• Bonus: Experience working with remote teams in multiple countries
• Bonus: Multilingual is a big plus (Spanish, French, Swedish, German, etc.)
• Bonus: Willingness to work flexible hours as needed

• Competitive salary based on experience and geographic location
• Pre-IPO stock incentives
• Full benefits: medical, dental, and vision
• Annual reimbursement on fitness expenses (gym memberships, running shoes, yoga classes, etc.)
• 401(k) matching program
• Valuable experience in the rapidly growing mobile health industry