Customer Support Specialist
Torq Interface•Boston, MA
•Remote
About The Position
We are seeking a detail-oriented Customer Support Associate to serve as the primary point of contact for our hospital and vendor representative users. This role combines hands-on customer service (via Zendesk ticketing and phone), operational support for our core platform, and quality assurance for our new Billing Verification product. You'll play a vital role in ensuring smooth daily operations while contributing to process improvements across our growing customer base. This is currently could be a part-time or full-time position.
Requirements
- Excellent written and verbal communication skills with a customer-first mindset
- Tech-savvy and quick to learn new platforms and workflows
- Strong attention to detail and ability to review documentation for accuracy
- Comfortable managing multiple priorities in a fast-paced environment
- Proficiency with help desk software, CRM systems, and data management tools
- Ability to work independently with minimal supervision
Nice To Haves
- Experience in healthcare operations, particularly in operating room or surgery center settings
- Certified Surgical Technologist (CST) certification
- Familiarity with hospital purchasing, billing, or vendor management processes
- Prior experience with Zendesk or similar ticketing platforms
- Background in customer support or account management roles
Responsibilities
- Manage and resolve customer support tickets in Zendesk, serving as first point of contact for technical issues, user questions, and system requests
- Create and manage user accounts for vendor reps and hospital staff
- Build and maintain system rules for matching vendors with the correct surgical cases
- Handle inbound customer phone calls, providing real-time troubleshooting and support
- Monitor and respond to helpdesk emails with timely, professional communication
- Escalate complex issues appropriately while maintaining ownership of ticket resolution
- Provide remote training sessions and support to new or existing customers
- Engage with existing customers on a regular basis to support the customer success using Torq software
- Identify and escalate customer issues to internal stakeholders
- Review and validate hospital purchase orders (POs) submitted through our helpdesk
- Verify billing documentation for accuracy and completeness
- Conduct case reviews to ensure compliance with hospital and vendor requirements
- Identify and flag discrepancies or issues requiring follow-up
- Collaborate with internal teams to resolve billing issues
- Assist with special projects and system optimizations assigned by leadership
- Identify opportunities to streamline support processes and improve customer experience
- Collaborate with cross-functional teams on initiatives to enhance product functionality
Benefits
- Flexible remote work environment with part-time schedule
- Opportunity to grow with a fast-scaling startup
- Work directly with hospital systems and contribute to product development
- Collaborative team culture focused on continuous improvement
- 401k, healthcare plans, and other benefits available for full-time employees
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
1-10 employees
