Customer Support Representative

Role Overview

• Serve as the first point of contact for users, responding to inquiries through phone and email via Zendesk while delivering a positive and professional customer experience.
• Use consistent troubleshooting techniques to quickly and efficiently identify the source of customer issues and provide timely, accurate, and appropriate solutions.
• Handle reimbursement, compliance, documentation, and program-related inquiries with accuracy, empathy, and attention to detail.
• Properly document, track, and manage customer issues and resolutions in accordance with established processes.
• Follow escalation procedures as required, partnering with internal teams to ensure timely resolution of complex issues.
• Educate users on Cardata products, program features, workflows, and navigation of Cardata Cloud and the Cardata Mobile App by sharing relevant resources and guidance.
• Review compliance documentation to ensure information aligns with program specifications, policies, and requirements.
• Identify recurring customer issues, usability challenges, and resource gaps, and recommend improvements to processes, documentation, and support resources.
• Create, maintain, and contribute to internal and customer-facing knowledge base content, FAQs, and support documentation to improve self-service and operational efficiency.
• Collaborate cross-functionally with Customer Success, Finance, Sales, Product, and other teams to resolve customer concerns and improve the overall customer experience.
• Share customer feedback, trends, and actionable insights with internal stakeholders to help drive product and process improvements.
• Participate in team meetings, training sessions, and continuous learning opportunities to maintain expertise in Cardata products, programs, and policies.
• Meet or exceed key performance indicators (KPIs), including response time, resolution time, customer satisfaction, and quality standards.

Requirements

• Demonstrated ability to take ownership of tasks and to work with little to no direct supervision
• Excellent written and verbal communication skills
• Highly organized, excellent time management skills
• Ability to empathize with customer concerns while analyzing situations, identifying problems and developing effective solutions
• Strong ability to build positive external and internal relationships and work cross-functionally with other teams
• Willingness to learn new processes, adapt to change, and embrace company updates.
• Familiarity with software such as Zendesk Suite, Google Suite, Cloud
• 1-3 years of experience in customer support, customer service, customer success, or a related customer-facing role
• Experience supporting customers through phone and email channels
• Ability to manage multiple priorities in a fast-paced environment.

Tech Stack

• Cloud

Benefits

• Remote work and flexible working hours
• Mentorship and development opportunities (to help you achieve your career goals!)
• Extended medical & dental benefits
• Healthcare spending account
• $3,000 annual Health and Wellness Spending Account to support your overall wellbeing
• Employee assistance program (EAP)
• Flexible (Unlimited) Time Off: No annual cap on vacation, supported by a trust-based, flexible approach to time away.