Shift Detail: Night shift, 10:00 pm-7:00 am (Monday to Friday)

About the Role:

Our Customer Support team, based in Bangladesh, personally troubleshoots and escalates technical issues. We expect our Customer Support Specialist-RCM to be hungry for a new opportunity to learn and grow in a position that is equal parts of customer success and technical support. If you are passionate about serving customers, have a strong sense of collaboration, and learn technical troubleshooting steps quickly, this may be the perfect role for you!

Responsibilities:

• Customer Support:

  • Respond to customer requests with clear, professional, and empathetic communication using excellent verbal and written English skills.
  • Ensure timely resolution of requests in line with our Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs).
  • Adhere to escalation protocols and collaborate with other departments for proper follow-ups.
• Cross-Functional Collaboration:
• Collaborate with internal teams, such as Account Management, Engineering, Operations, to resolve customer issues.
• Escalate concerns appropriately and ensure updates are shared with the relevant stakeholders.
• Basic Task Management:
  • Assist with daily tasks, such as tracking customer requests, updating systems, and documenting resolutions.
  • Follow clear instructions to complete assigned workflows accurately and on time.
• Reporting and Follow-Up:
  • Share updates on completed tasks and escalate any challenges to the relevant teams.
  • Support the team in keeping records organized and maintaining basic reports on progress.

Experience:

• 0-2 years of experience in customer support or technical support preferred.

Skills:

• Excellent verbal and written English communication and documentation skills.
• Proven ability to learn technical concepts and workflows quickly, either through education or previous roles.
• Empathy for customers and a strong sense of accountability to drive issues to resolution.
• Strong multi-tasking skills with the ability to prioritize tasks effectively in a fast-paced environment.
• Comfortable working night shifts to accommodate US time zones.
• Comfortable learning and using tools like Zendesk, Excel, and internal systems.