The Most Authentic View of Who Is Hiring in Healthcare
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The Most Authentic View of Who Is Hiring in Healthcare
0
companies
0
jobs
Any inquiries, reach out to us at talent@aqpsearch.com
mPulse Mobile
The Customer Support Specialist serves as the first line of support for mPulse customers, providing timely, accurate, and friendly assistance to ensure a positive client experience. This role combines technical troubleshooting, communication, and problem-solving skills to help customers maximize the value of the mPulse platform. The ideal candidate thrives in a fast-paced SaaS environment and enjoys helping customers succeed.
Act as the primary contact for customer inquiries through the mPulse Customer Community, email, chat, and phone.
Troubleshoot and resolve technical issues related to the mPulse platform.
Provide education and guidance to customers on product features and functionality.
Manage customer support cases using Salesforce and Jira, ensuring accurate documentation.
Escalate complex issues to Engineering, Product, or senior support teams as needed.
Collaborate with internal teams to communicate customer feedback and recommend improvements.
Maintain current knowledge of product updates, enhancements, and releases.
Contribute to internal documentation and external knowledge base content.
Meet or exceed KPIs such as response time, resolution rate, and customer satisfaction.
Participate in proactive system monitoring and on-call rotation as scheduled.
Support customers across all U.S. time zones.
Excellent written and verbal communication skills.
Strong technical troubleshooting skills (SQL, APIs, integrations, cloud systems).
Familiarity with Salesforce, Jira, and other CRM/ticketing tools.
Strong organizational and prioritization skills in a fast-paced environment.
Ability to demonstrate empathy, patience, and a customer-first mindset.
Analytical thinker with excellent problem-solving abilities.
Ability to work independently and collaboratively in a remote environment.
2–4 years of experience in a SaaS customer support or similar technical support role.
Experience supporting B2B software platforms preferred.
Bachelor’s degree or equivalent work experience.
Familiarity with remote work and communication tools (Slack, Zoom, Teams, Confluence).
Ability to sit and stand for extended periods of time.
Ability to lift up to 10 lbs.