Senior Customer Support Representative (Remote)
RemoteUnited States
Job Summary
Serve as the final Support escalation point for complex issues, reproducing reported bugs in staging environments to isolate root causes and validate defects. Perform detailed technical investigations across product workflows, gathering logs and steps to create actionable tickets before escalating to Engineering, Pharmacy, or Product teams. Participate in regression testing and pre-launch validation to assist Engineering with QA and identify potential customer-impacting issues prior to deployment. Maintain ownership of triaged issues through resolution while balancing documentation, knowledge sharing, and team enablement responsibilities. Work 8:00 am to 5:30 pm CT Monday through Friday with mandatory on-call/after-hours rotation.
Required Qualifications
- 3+ years Customer Service Experience
- 1+ years escalated Technical Support Experience
- Strong problem-solving capabilities, ability to replicate and test suspected bugs
- Excellent verbal and written communication skills & ability to clearly communicate steps taken for replication, and suspected issues
- Comfort learning new systems and technologies quickly
- A remote work environment that is compliant with cybersecurity and other company workplace policies
- The regular work hours will be 8:00 am CT ( 6:00 am PT, 7:00 am MT, 9:00 am ET) to 5:30 pm CT (3:30 pm PT, 4:00 pm MT, 6:30 pm ET), Monday through Friday
- Support team members are required to participate in the on-call/after-hours rotational schedule
Desired Qualifications
- Strong understanding of Billing/Financial terminology & process is preferred
- Software experience, experience with JIRA, ServiceDesk, & UAT is preferred
- Bachelor or Associate's degree preferred
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