The Tier 1 Customer Support Specialist’s main responsibility is to be the first level of support for our customers. Tier 1 Customer Support Specialists are responsible for answering common troubleshooting and how-to questions about the Elation and Passport applications via email or phone. Tier 1 Customer Support Specialists collaborate internally with other members of the Tier 1 team, as well as other customer facing teams. Tier 1 Customer Support Specialists are attentive to detail, can manage multiple tasks at a time, have strong collaboration skills and are highly empathetic when working with our customers.
Key Responsibilities
Field common Tier 1 customer cases and Patient Passport cases, primarily using pre-written responses and Help Center articles
Collect pertinent information from customers and escalate complex Passport cases to Senior Customer Support Specialists
Participate in weekly urgent shift rotations after three months in the role
Participate in 2 to 3 weekend/holiday on-call rotations per year
Characteristics of the Individual
Manages time effectively and works independently, self-starter
Detail oriented and able to manage multiple tasks at once
Collaborates effectively with both customers and internal teams
Empathetic in their approach to work, and passionate about the user experience we support
Demonstrates strong written and verbal communication skills, professionalism
Effectively ascertains when work requires escalation to leads or manager
Qualifications
Bachelor’s degree or equivalent experience
1+ years of experience in a customer service, customer-facing or healthcare environment preferred
Familiarity with Salesforce, Jira & Looker platforms is recommended
Elation welcomes individuals from all backgrounds and walks of life. Elation is proud to be an Equal Opportunity Employer and is dedicated to creating and maintaining a diverse and inclusive work environment.
We are committed to equal opportunity for all employees and applicants, and value individuals with diverse perspectives including, but not limited to: race, color, religion, sex, sexual orientation, socioeconomic status, age, gender identity or gender expression, national origin, disability or veteran status.
Elation also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. We firmly believe a strong culture that supports a diverse and inclusive workforce allows us to achieve Elation’s mission of helping independent primary care thrive.
