Source Job

• Serve as the first point of contact via phone, chat, email, and web-based support portal to provide solutions.
• Research, troubleshoot, and resolve support issues within response and resolution goals, identifying workarounds as needed.
• Maintain detailed call and email records, prioritize issues based on SLAs, and meet customer satisfaction goals monthly.

Mitratech builds world-class products that simplify operations in Legal, Risk, Compliance, and HR functions. For over 35 years, they have served 20,000 global client companies, including 30% of the Fortune 500, and foster a diverse, inclusive culture with great people practices and learning opportunities.

• Build and maintain trusted relationships with enterprise customers, delivering world-class front-line support.
• Own customer technical issues end-to-end, from initial report to resolution, while providing clear progress updates.
• Contribute to the Gainsight community by authoring product how-to guides, technical documentation, and best practices.

Gainsight is the AI-powered retention engine behind the world's most customer-centric companies, orchestrating the customer journey from onboarding to advocacy. Over 2,000 companies trust Gainsight's applications and AI agents, and the culture is built on collaboration, curiosity, and a human-first approach.

• Triage and resolve customer requests via Zendesk and internal tools.
• Investigate time-sensitive issues using data to confirm root cause before escalating.
• Build deep working knowledge of Focal's systems to diagnose issues independently.

Focal Systems is a pioneering Silicon Valley startup that develops retail AI solutions using deep learning computer vision. The company is a tight-knit, rapidly expanding team of hard-working professionals from top universities and tech companies.

• Manage user inquiries across multiple channels, primarily email, ensuring timely and accurate responses.
• Investigate user-reported issues, identify root causes, and escalate bugs to internal teams for resolution.
• Handle product returns and logistics while analyzing user feedback to improve support processes.

This is a partner company listed on Jobgether, which uses AI-powered matching to connect candidates with hiring employers. The company focuses on innovative hardware and software products for a global tech-savvy community, and the role involves cross-functional collaboration with engineering, logistics, and product teams.

• Provide ticket-based support to Affiliates and Partners across NMI's suite of products and services.
• Work with third parties and acquirers to ensure customer solutions are compliant and functioning.
• Support internal colleagues with queries and contribute to projects that improve customer experience.

NMI enables partners with choice in payments, powering success for SMBs, entrepreneurs, and fintech startups. They are a global team with a remote-first culture, offering personal growth and advancement opportunities.

• Provides customer service solutions and resolves inquiries within service level agreements.
• Operates independently using guidelines to match customer needs with products and services.
• Uses tools like ServiceNow to track issues and support continuous improvement.

Cayuse Talent Solutions, LLC provides staffing and workforce solutions. They are a temporary staffing firm that emphasizes high-quality customer service and professional growth.

• Professionally respond to inquiries via phone, email, and chat to maximize brand reputation.
• Own complex inquiries and account-level issues requiring judgment and cross-functional coordination.
• Serve as a go-to resource for procedural questions, mentor new hires, and contribute to process improvements.

Integrated Specialty Coverages is a technology and data-driven commercial MGA and insurance wholesaler. Backed by private equity firm Onex Partners, the company is a growth-stage Insurtech with a digitally focused team.

• Provide product support for customer inquiries via phone, email, social media, and chat, resolving complex issues.
• Act as escalation point for middle-complexity issues and mentor newer support team members.
• Contribute to knowledge base content and ensure Support SLAs and CSAT goals are consistently met.

Twilio is shaping the future of communications, delivering innovative solutions to hundreds of thousands of businesses and empowering millions of developers worldwide. With a remote-first work culture and strong focus on global inclusion, Twilio fosters a vibrant team of diverse experiences making a global impact.

• Troubleshoot customer issues using documentation, tools, and escalation resources to deliver excellent experiences.
• Become Smartsheet Product Certified and support customers via email, phone, and chat.
• Partner with leaders to exceed performance goals in satisfaction, quality, attendance, and productivity.

Smartsheet empowers teams to manage work seamlessly and scale solutions smarter, now uniting human teams with AI agents. With over 20 years of experience, the company fosters a culture where ideas are heard, potential is supported, and diverse perspectives are welcomed.

• Work the general support queue, resolving Tier 1 cases across payroll, taxes, HR, and benefits.
• Ramp quickly on Miter's product, ticketing tools, and knowledge base, resolving tickets independently within weeks.
• Develop a product specialization over time, contributing to team SLAs and handling 60-70% of assigned tickets without escalation by month two.

Miter is on a mission to help construction contractors build with confidence by rebuilding core HR, finance, and operations systems using AI and embedded payments. Since launching in 2021, we've grown to thousands of customers and tens of millions in ARR, backed by top investors like Bessemer, Coatue, and Battery.

• Provide end-user technical support for computer, application, system, device, access, and hardware issues remotely.
• Troubleshoot, resolve, and escalate incidents and requests while documenting and tracking problems using applicable systems.
• Perform root cause analysis, create knowledge base articles, and assist with new hire training to ensure excellent customer service.

Humana is a leading U.S. healthcare company providing insurance and healthcare services through our Humana insurance and CenterWell healthcare services. We are a large, publicly traded organization committed to a caring community and continuous improvement.

• Field tier 1 customer inquiries via phone, email, chat, and ticketing system across a range of products and services.
• Troubleshoot and resolve technical issues for SaaS products by implementing attainable solutions.
• Contribute to knowledge bases and provide feedback to improve support processes.

Granum is a software company serving landscapers and arborists across North America with industry-specific solutions. The company has been recognized with numerous awards for its collaborative and supportive culture.

• Provide exceptional phone support with a warm, professional tone and genuine empathy.
• Solve problems in real-time, keeping customers reassured and satisfied.
• Thrive in a high-call environment while staying organized and efficient.

Mudflap provides payment products for the trucking industry, helping truckers save on fuel. Backed by top-tier investors, we are a fast-growing marketplace with a customer-obsessed culture.

• Engage with workplace customers over voice and email to resolve shift, payment, and platform-related issues.
• Navigate tools like Zendesk and the Clipboard portal to investigate cases and maintain accurate documentation.
• Work cross-functionally with teams such as Billing and Account Management to ensure effective issue resolution.

Clipboard operates an app-based marketplace connecting healthcare professionals with workplaces, aiming to uplift communities. Founded in 2016, they are a remote-first team of over 1,000 people, a top Y-Combinator company, profitable since 2022, and rapidly expanding in healthcare staffing.

• Respond to user calls, emails, and trouble tickets to provide general IT support, including troubleshooting and incident management.
• Create, update, and close out help desk tickets accurately using ServiceNow, collaborating with Tier II staff for escalations.
• Monitor recurring issues, conduct quality assurance reviews, and participate in ongoing training and process improvement initiatives.

TekSynap is a fast-growing high-tech company providing comprehensive information management solutions to federal government customers. The company offers a competitive benefits package and prioritizes a drug-free workplace.

• Handle user inquiries across multiple channels including email and future online chats.
• Investigate incidents thoroughly to identify root causes and provide accurate solutions.
• Escalate critical problems and bug reports to cross-functional teams, managing product returns and feedback.

Flipper is the creator of Flipper Zero, a portable multi-tool device for tech enthusiasts and engineers, and is building new products like Flipper One and BUSY. The team has built a global community of millions and is focused on innovative hardware and software solutions.

• Own the daily operations of Client Support, including queue health monitoring, QA reviews, and team standups.
• Coach and train team members to ensure high-quality support, while handling complex escalations and providing hands-on coverage as needed.
• Partner with the Client Support Manager on process improvements, weekly updates, and cross-functional operational planning.

SmarterDx uses clinical AI to help health systems capture the full value of patient care by interpreting EHR data and making recommendations for revenue cycle teams. As a Smartian, you'll build technology that makes healthcare more accurate and sustainable, working with a small, mission-driven team.

• Act as a technical liaison between Tier 1 support, development, and product teams to escalate and resolve complex issues.
• Provide world-class technical support via phone, email, and chat to customers experiencing escalated technical problems.
• Identify and report bugs, maintain ticket quality, and become a subject matter expert on all Turnitin assessment products.

Turnitin is a recognized innovator in global education, partnering with educators and institutions to develop learning integrity solutions for over 25 years. With over 16,000 academic institutions, publishers, and corporations using its services in more than 185 countries, Turnitin fosters a remote-first culture and a diverse community of colleagues unified by a shared desire to make a difference in education.

• Troubleshoot and resolve customer issues using documentation, tools, and escalation resources to deliver great experiences.
• Become Smartsheet Product Certified and support customers via email, phone, and chat while meeting performance goals.
• Contribute to team projects, give feedback, and manage other responsibilities as assigned.

Smartsheet empowers teams to manage work seamlessly and scale solutions smarter, uniting human teams with AI agents to automate tasks and uncover insights. With over 20 years in business, Smartsheet fosters an inclusive environment where ideas are heard and contributions have real impact.

• Respond promptly to customer inquiries and serve as lead contact for accounts, documenting all interactions and resolutions.
• Build rapport with accounts, patients, and Sales to resolve missing information and ensure turnaround times are met.
• De-escalate customer behavior, maintain professionalism, and resolve escalated issues via telephone and electronic channels.

Natera is a global leader in cell-free DNA (cfDNA) testing dedicated to oncology, women's health, and organ health, aiming to make personalized genetic testing part of the standard of care. The team consists of highly dedicated professionals from world-class institutions who care deeply for their work and each other.