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.
Primary Responsibilities
Customer Support & Communication
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
Customer Onboarding and Training
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
Billing Verification & Quality Assurance
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
Process Improvement & Projects
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
Technology & Tools
Zendesk: Primary platform for ticket management and customer support
Phone System: Handle inbound customer calls and support requests
HubSpot: CRM for task management and customer relationship tracking
Google Sheets: Data organization, reporting, and workflow documentation
ChatGPT: Research support for vendor products and technical solutions
Required Qualifications
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
Preferred Qualifications
Experience in healthcare operations, particularly in operating room or surgery center settings