Customer Operations Specialist

Do you love working with customers and improving the customer experience? Can you resolve technical issues quickly and effectively? Do you want to work in an innovative company spearheading the transformation of healthcare? If you answered “yes” to these questions, read on.

Human API is creating health data liquidity controlled by the consumer. We are empowering consumers to share their health data with the entities that can provide them with better care and services. Through our large, distributed network of Wellness and Medical integrations, we're creating a simple, on-demand way for everyone to exchange and use the health data they need.

To that end, we’re looking for folks to solve problems for the customer, understand pain points in the product, to dig into the code, and to work as a team.

What you’ll do

The Customer Operations Specialist is the first line of support assisting our business customers with order management and end users using our products.  You will work with customers who have orders, issues, or require information about Human API products, services, or workflows. They also provide solutions that fit those individualized situations and prioritize the customers’ needs at each step of the process.

Be the first line of defense to help customers solve basic user support requests via email and live chat.Communicate with customers in a friendly and helpful manner. Assist with data entry tasks when needed.Own internal investigations for customer support requests.Provide feedback on current customer issues and potential solutions for process improvement.This position supports customers 8am-5pm ET Monday-Friday.

Requirements

1-2 Years in a customer support role preferably in B2B software environmentExperience with Zendesk or similar CRM toolsProfessional fluency in English with the ability to read and write in a business settingAnalytical and investigative mindset operating with a sense of urgencyUnderstanding of technology concepts: APIs, product releases, feature requests, and bugsAbility to identify, interpret and assess customer needs to quickly resolve inquiriesAbility to work both independently and as part of a team, managing time effectively between competing prioritiesAbility to troubleshoot technical issues and investigate potential bugs and portal connection issues.Work rotating schedule of live chat and email support, between 8am-8pm ET Monday-Friday

Nice to Have

Prior experience supporting customers using API/Tech products.

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