Customer Support Specialist

Customer Support Specialist

This is a remote position. At AirPay, we are on a mission to improve the consumer experience for dental patients. We are growing rapidly, partnering with top dental provider groups and insurance carriers. Our company is backed by top tier VC's led by IA Ventures along with the founders of Flatiron Health, Clover Health, Shutterstock and more. We are committed to delivering exceptional customer service and building lasting relationships with our users.

We're looking for a dynamic and motivated Customer Support Specialist to join our team and help us maintain our high standards of customer care. About the Role As a Customer Support Specialist, you will work directly with the thousands of dental clinics using AirPay software. You'll provide a great experience for customers that need help with the product, educating them on how to navigate the functionality, and also diagnosing and troubleshooting issues they are experiencing. You will help triage and prioritize requests, and escalate to technical teams if more detailed technical debugging is needed. Our team is still small and growing, so there will be lots of opportunities to grow with the role. This role will provide coverage to our west coast customers with adjusted hours ending at 6pm PT / 9pm ET. We are open to remote candidates across the US and/or NYC-based candidates who are willing to work until 9pm ET. Please note that you must be legally authorized to work in the U.S. for this position.

Key Responsibilities

• Respond to initial customer inquiries that come in via phone, email, and chat from dental clinics using AirPay software
• Assist customers in troubleshooting issues they may be experiencing, offering step-by-step guidance & solutions
• Build trusting relationships with our customers by being reliable, professional, and warm
• Maintain up-to-date knowledge of our products, features, and updates to effectively answer customer questions
• Identify common customer issues, escalate complex cases to customer success team or engineering, track them through to resolution, and keep customers informed of progress
• Update & improve internal knowledge base documenting common resolutions

Requirements

• 3-5 years professional experience in a similar role
• Strong critical thinking and problem-solving abilities
• Strong written and verbal communication skills; ability to explain complex ideas in simple terms & ability to maintain a positive attitude while addressing all types of client inquiries
• Adaptability and self-motivation; desire to work in a startup environment where roles may shift and we may encounter new and unfamiliar situations
• Strong work ethic. We are committed to excellence, so we work harder and smarter. Believes that work should be enjoyable.
• Mission-oriented with an interest in healthcare & fintech, and eager to be part of solving America's healthcare crisis