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High-Volume Technical Execution:
- Multichannel Inbound Support: Provide expert assistance via live chat, email, and phone.
- Efficiency & Quality: Maintain a high performance standard, consistently resolving a minimum of 8 tickets per hour while maintaining top-tier customer satisfaction scores.
- AI-Augmented Workflow: Work alongside our AI agents, who handle initial triage.
Technical Troubleshooting & Feedback:
- Problem Solving: Go beyond the script to troubleshoot software bugs and navigation issues.
- Voice of the Customer: Proactively surface product feedback and recurring friction points to our internal teams to help improve the CE Broker user experience.
- Process Improvement: Collaborate with the team to enhance our internal knowledge base and streamline support documentation.
What You’ll Bring:
- SaaS Support Experience: 2+ years in a contact center or technical support role, specifically within the SaaS industry.
- Proficiency with Zendesk (or a similar CRM) is required.
- A positive mindset toward the evolution of AI in the workplace and a proven ability to learn new software platforms quickly.
Propelus
Propelus simplifies workforce compliance management across healthcare with innovative technology. As a trusted leader for over 20 years, they focus on bringing more good into the lives of the people and organizations serving healthcare.