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Customer Support Specialist - Remote

Posted Yesterday
Customer Service
Full Time
USA
$22 - $25/hour

Overview

As a Support Specialist for Wheel, you will have a significant, lasting impact on Wheel’s customer experience, helping first level support associates and clinicians provide care.

In Short

  • Triage or respond to second level Zendesk support tickets within SLA guidance
  • Answer incoming calls from clients, patients, and pharmacies
  • Handle complex technical troubleshooting and sensitive situations
  • Problem solve and de-escalate issues
  • Effectively escalate tickets past the tier 2 queue if required
  • Work cross functionally with other teams to solve issues
  • Vet and submit JIRA tickets for Engineering and Operations teams

Requirements

  • 2-5 years of customer support or related experience in a high-volume, fast-paced role
  • Experience with ZenDesk is a must
  • Great people skills: empathy, ability to build trust, and patience
  • Clear communication; excellent verbal and written skills
  • Ability to manage escalations
  • Experience in Health Care is a plus

Benefits

  • Medical, Dental and Vision
  • Life, Short and Long Term Disability
  • 401K match
  • Flexible PTO
  • Parental Leave
  • Stock options
  • Additional programs and perks

Wheel

Wheel

Wheel is a pioneering company in the healthcare sector, focused on transforming the traditional care ecosystem by providing innovative virtual care solutions. With a mission to deliver high-quality care at scale, Wheel equips organizations with advanced technologies and strategies that enhance consumer engagement and brand loyalty. Their offerings include customizable virtual care programs, an intuitive consumer interface, and access to a nationwide network of board-certified clinicians. By leveraging these resources, Wheel is dedicated to reshaping the future of healthcare and improving patient outcomes.

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