Customer Support Specialist (Overnight Shift)

Abridge

2d•Remote

About The Position

At Abridge, trust is our currency. We are committed to delivering exceptional products, services, and experiences to our customers. We are looking for highly motivated Customer Support Specialists to join our rapidly growing team and play a key role in scaling our customer support team. We take our user experience and happiness seriously and consider the Support Team essential to the company’s success. In this role, you’ll set the standard for what incredible customer experience looks like at Abridge with both our enterprise and individual customers. You’ll be responsible for responding to customers with care and accuracy while helping build our support department to meet the growing demands of our business. This is a remote, full-time role. You will be assigned to one of the shifts listed below.

Requirements

Have a 2+ year track record as Tier 1 or Lead in a Customer Service Support role, ideally in a technology support focused team.
Love interacting with our customers and are happy to work hard. Whether it’s weekends or evenings, willing to step in and help because you believe in our mission
Great spoken/written communication skills and ability to explain technical troubleshooting in easy to understand manner
Are extremely organized. You’re able to manage multiple priorities at once, while maintaining attention to detail and quality.
Can work with speed and are results driven.
Thrive in a fast-paced environment and willing to roll with the punches
Possess excellent computer skills and comfortable with technology

Nice To Haves

Familiarity with systems requiring strict adherence to privacy and security protocols (Healthcare is a plus!)
Worked in CRM/Ticketing systems with rigorous tracking

Responsibilities

Delight our Abridge users (and co-workers!) every day by providing timely support in troubleshooting problems and answering questions.
Provide user feedback to our product and operational teams to identify pain points and advocate for the user experience
Navigate our CRM tool to communicate with users, appropriately track contacts and resolutions for data analysis
Dig deep and be curious about solving complex issues!

Benefits

14 paid holidays
flexible PTO for salaried employees
accrued time off for hourly employees
Medical, Dental, and Vision coverage for all full-time employees and their families.
Generous HSA Contribution: If you choose a High Deductible Health Plan, Abridge makes monthly contributions to your HSA.
Generous paid parental leave for all full-time employees.
Family Forming Benefits: Resources and financial support to help you build your family.
401(k) Matching: Contribution matching to help invest in your future.
Personal Device Allowance: Tax free funds for personal device usage.
Pre-tax Benefits: Access to Flexible Spending Accounts (FSA) and Commuter Benefits.
Lifestyle Wallet: Monthly contributions for fitness, professional development, coworking, and more.
Mental Health Support: Dedicated access to therapy and coaching to help you reach your goals.
Sabbatical Leave: Paid Sabbatical Leave after 5 years of employment.
Competitive compensation and equity grants for full time employees.