User Support Specialist
Core
Provide empathetic user support via email and phone for members of a cardiac AI platform, investigating technical and account issues to resolve them or escalate appropriately.
Role type
User Support Specialist (Customer Support)
Builds
Member experience and resolution for a cardiac AI platform
Domain
Healthcare / AI
Deliverable
client delivery
Required skills
Empathy, clear communication, problem-solving, organization, accuracy, judgment, HIPAA compliance awareness, Zendesk proficiency, AI tool usage
Preferred skills
Experience with AI tools (ChatGPT, Claude, Gemini), interest in process improvement
Technologies
Zendesk, ChatGPT, Claude, Gemini
Responsibilities
Manage support queue for email and phone requests; investigate app, device, and account issues; meet team goals for response times and satisfaction; take ownership of tickets through resolution; handle sensitive situations with empathy; escalate complex issues; collaborate with teammates and departments; protect member information per HIPAA; suggest process improvements; use approved AI tools for work.
Seniority
Individual Contributor
