Customer Support Agent (ZR_19929_JOB)

This is a remote position.

Role Name: Customer Support Agent

Schedule:

• Full-time, remote position
  

Client Timezone: North American time zones

Client Overview

Be part of a forward-thinking company that’s transforming the dental industry through innovative technology solutions. Our client combines a state-of-the-art SaaS platform with a comprehensive e-commerce marketplace, serving dental practices across North America. They’re looking for customer-centric individuals to join their team and help deliver exceptional support to a growing base of dental professionals. This is your chance to be at the intersection of healthcare, technology, and e-commerce, making a real impact on how dental practices operate and succeed.

Job Description

As a Customer Support Agent, you’ll be the backbone of our client’s customer service operations, ensuring dental professionals have a seamless experience with both the SaaS platform and e-commerce marketplace. This multifaceted role will challenge you to blend technical know-how with stellar customer service skills as you assist clients with product features, order management, and vendor coordination. You’ll be handling a diverse range of inquiries through both email and phone, requiring you to be a quick thinker and an effective communicator. If you thrive in a dynamic environment, enjoy problem-solving, and are passionate about delivering top-notch customer experiences in the digital health space, this position offers excellent opportunities for growth and development in a rapidly expanding field.

Responsibilities

• Provide responsive and solution-oriented support to customers via email (70%) and phone (30%), addressing inquiries about our SaaS platform features and e-commerce marketplace operations
  
• Manage and resolve complex customer issues related to order status, shipping information, and product functionality, ensuring high levels of customer satisfaction
  
• Act as a liaison between customers and vendors, facilitating smooth communication and resolving any discrepancies or concerns
  
• Utilize our CRM system to accurately document customer interactions, update account information, and track issue resolution progress
  
• Analyze customer feedback and common issues to contribute insights for product improvements and service enhancements
  
• Collaborate with internal teams to escalate and resolve complex technical issues or unique customer requests
  
• Participate in ongoing training sessions to stay updated on product features, industry trends, and best practices in customer support
  
• Maintain a high level of productivity while managing multiple tasks and prioritizing customer needs effectively
  

• Exceptional written and verbal communication skills, with the ability to explain technical concepts in a clear, customer-friendly manner
  
• Previous experience in customer service or support roles, preferably in a SaaS, e-commerce, or healthcare-related field
  
• Proficiency in using CRM systems, email management tools, and comfort with learning new software applications
  
• Strong problem-solving skills and the ability to think on your feet in a fast-paced, high-volume support environment
  
• Detail-oriented with excellent organizational skills and the ability to multitask effectively
  
• Patient and empathetic approach to customer interactions, with a genuine desire to help and improve customer experiences
  
• Basic understanding of e-commerce operations and SaaS platforms is a plus, but not required – we value your customer service skills and willingness to learn
  
• Comfortable working independently in a remote setting while maintaining strong communication with the team
  
• Available to work full-time during North American business hours
  
• Bachelor’s degree preferred but not mandatory for candidates with relevant experience
  
• Excited about the opportunity for skill development and career advancement in the growing field of health tech customer success
  
• Adaptable and resilient, able to maintain composure and effectiveness during peak periods or when handling challenging customer situations
  

• Permanent work from home
  
• Immediate hiring
  
• Steady freelance job