Customer Support Specialist

Are you looking to be a part of a cutting-edge team of professionals who are pushing boundaries in the area of mobile healthcare? Planned Parenthood Direct is seeking a bright, forward-thinking Customer Support Specialist to join us in our mission to innovate our flagship telemedicine program. 

Highly competitive personal and professional benefits in this mentor-driven, inclusive, growth culture.

Position is full-time remote. Applicants must be a green card holder or American citizen and reside in Central, Mountain, or Eastern Time Zones.

Compensation

$45,000-$50,000 Annually based on experience

Responsibilities

• Provide day-to-day customer support by monitoring and responding to help desk tickets within defined response times and service standards 
• Approach each customer interaction with a high level of professionalism, openness, and acceptance that is in alignment with Planned Parenthood's mission and service standards
• Manage incoming calls from customers pertaining to product questions, technical issues, and general concerns; assess customers' needs, and ensure appropriate resolution to achieve satisfaction 
• Track and analyze qualitative and quantitative feedback from customer surveys and product metrics 
• Answer general questions about the telehealth services and provide appropriate referrals to other Planned Parenthood resources 
• Follow HIPAA-compliant processes for communication with customers 
• Tier 1 & 2 technical troubleshooting  - use knowledge base to provide tips, gather information, and collaborate with product and engineering teams to provide solutions

Skills for Success

• Highly organized with attention to details
• Strong communicator (written, oral, visual)
• Active listener able to translate complex concepts into empathetic actionable communication for customers
• Problem solver - thrives on the ability to remove or mitigate blockers to a positive customer experience

Requirements

• Bachelor’s degree preferred  
• Minimum 2 years in customer support at a startup technology company that included day-to-day front-line responsibilities and tracking of metrics/performance standards 
• Proficient in ticketing tools and systems
• General work hours are Monday-Friday from 9am-5pm ET, with the possibility of a floating weekend shift as needed 

Pluses that will make you stand out as a candidate

• A deep understanding and appreciation for Planned Parenthood's mission
• Experience developing and reviewing business test plans for new software product features and bug fixes
• Experience in healthcare and knowledge of privacy-compliant communication principles 
• Experience providing customer support for Spanish-speaking consumers 
• Proficient in Atlassian tools (including but not limited to Confluence, Jira, and Jira ServiceDesk) and Microsoft Office (Excel, Word) 

Benefits and Perks

• Competitive salary 
• Medical, dental, FSA, and vision insurance 
• Professional development 
• 401K match 
• Parental leave 
• Good work-life balance 
• Inclusive team culture 
• Wellness Programs 

No Recruiters. Must have US work authorization.