Customer Support Technology Specialist (Medtech)

TL;DR

Customer Support Technology Specialist (Medtech): Administering customer support tools for the customer support organization and BPO vendor with an accent on ensuring call center agents are onboarded and have access to tools. Focus on resolving issues and making recommendations on best practices for customer support platforms by collaborating with internal and external technical teams.

Location: Remote (USA, NY, Seattle, SF). Must be based in the USA.

Salary: $89,000.00 - $179,000.00

Company

hirify.global is the leading prescription savings platform in the U.S.

What you will do

• Serve as the internal expert on tooling standards and platforms used by the customer support team and BPO managed call center.
• Assume ownership of administration, configuration and optimization of call center agent facing tools.
• Maintain ticketing and reporting workflows to support internal and external customer support and operations teams.
• Troubleshoot issues, perform root cause analysis, and recommend strategic improvements for customer support tools.
• Provide technical guidance and troubleshooting support to BPO administrators and supervisors.
• Collaborate with customer support, product, engineering and help desk teams to determine scalable solutions and streamline processes.

Requirements

• Bachelor’s Degree in engineering, math, computer science, information technology or related discipline.
• 2+ years experience as customer support technology and operations specialist in a high-growth environment.
• Experience working with BPO vendors and multiple customer service channels.
• Expertise in Zendesk & Talkdesk platforms.
• Experience with business and efficiency tools like Jira.
• Experience with SQL, writing queries, and APIs.

Nice to have

• Experience with CSAT and chatbot tools.
• Experience with Redshift or other enterprise level database is preferred.
• Certification in Zendesk and/or Talkdesk is preferred.

Culture & Benefits

• Generous benefits offerings include medical, dental, and vision insurance.
• 401(k) with a company match and an ESPP.
• Unlimited vacation, 13 paid holidays, and 72 hours of sick leave.
• Mental wellness and financial wellness programs.
• Fertility benefits and generous parental leave.
• Pet insurance and supplemental life insurance.