VigorCare Pediatric Services

Role Description In this role, you will troubleshoot technical issues, guide customers through solutions, and collaborate with internal teams to ensure successful resolution of customer concerns. You thrive in a fast-paced support environment, communicate clearly, and use critical thinking skills to solve complex problems while creating a positive customer experience. Role Specifics - Work Location: Remote (US) - Travel: Less than 5% (The percentage of travel is an estimation and could vary based on business needs). - Reporting Structure: This role reports to the Team Lead, Customer Support. What You Will Own - Deliver exceptional customer support and technical issue resolution via phone, email, and chat. - Manage customer inquiries and escalations through successful resolution, including internal, external, and executive escalations. - Meet established performance objectives related to call quality, customer satisfaction, and case handling. - Utilize critical thinking and problem-solving skills to analyze issues and provide effective solutions. - Communicate proactively with customers by setting expectations and providing timely follow-up. - Partner cross-functionally with colleagues to resolve client issues efficiently and effectively. - Facilitate screen-sharing and remote troubleshooting sessions to assist customers with product-related concerns. - Support additional projects and responsibilities as needed based on business priorities.