Customer Support Specialist

Job description

Propelus® simplifies workforce compliance management across healthcare. Our innovative technology and strategic partnerships empower millions of professionals, their employers, and regulators to work together, creating a connected and efficient healthcare ecosystem. As a trusted leader for over 20 years, Propelus has focused on bringing more good into the lives of the people and organizations serving healthcare. We deliver seamless compliance solutions to millions. We leverage market-leading technology and essential data to simplify complex operations, reduce risk, and champion a safer, healthier, and happier workforce. Propelus is seeking a high-performing Customer Support Specialist to join our CE Broker team. CE Broker is the official continuing education tracking system for over 100 regulatory boards, ensuring healthcare professionals remain compliant and licensed. This is a high-volume, remote role designed for "power users" who thrive in a fast-paced SaaS environment. You will serve as the human connection in an AI-augmented support workflow, providing essential technical assistance to licensed professionals. If you are customer-centric, tech-adaptable, and enjoy the challenge of resolving complex user issues through live support, we want to hear from you. What You'll Do High-Volume Technical Execution - Multichannel Inbound Support: Provide expert assistance via live chat, email, and phone. Inbound phone support can account for up to 80–100% of your daily activity to meet the needs of the business. - Efficiency & Quality: Maintain a high performance standard, consistently resolving a minimum of 8 tickets per hour while maintaining top-tier customer satisfaction scores. - AI-Augmented Workflow: Work alongside our AI agents, who handle initial triage. You will step in to manage complex human interactions and ensure a complete customer journey. Technical Troubleshooting & Feedback - Problem Solving: Go beyond the script to troubleshoot software bugs and navigation issues. You will be the "power user" of the CE Broker platform. - Account Education: Educate customers on our upgraded CE tracking account options, helping them understand the features available to them and guiding them toward the right plan for their needs. - Voice of the Customer: Proactively surface product feedback and recurring friction points to our internal teams to help improve the CE Broker user experience. - Process Improvement: Collaborate with the team to enhance our internal knowledge base and streamline support documentation. What You’ll Bring - SaaS Support Experience: 2+ years in a contact center or technical support role, specifically within the SaaS industry. - Proficiency with Zendesk (or a similar CRM) is required. You must be comfortable navigating deep ticket histories and utilizing macros efficiently. - A positive mindset toward the evolution of AI in the workplace and a proven ability to learn new software platforms quickly. - Excellent verbal and written English. You can translate technical concepts into simple, friendly instructions for non-technical users. (Fluency in Spanish is a major plus!) - Associate’s degree or higher is preferred. Remote Work Requirements - A quiet, dedicated, and professional home workspace. - High-Speed Internet: Minimum 25–50 Mbps download / 5–10 Mbps upload. - VOIP Stability: A stable connection capable of supporting consistent, high-quality phone calls throughout your entire shift. BENEFITS AND PERKS FOR PROPELUS EMPLOYEES INCLUDE BUT ARE NOT LIMITED TO: - Awarded one of BuiltIn's 2025 Best Places to Work https://builtin.com/awards/colorado/2025/best-midsize-places-to-work and honored as a Silver Stevie® Award Winner in the 2025 Stevie Awards For Great Employers https://propelus.com/article/silver-stevie-award-2025-great-employers/. - Professional development allowance to help you grow in the ways that mean the most to you. - Flexibility for balancing work with the rest of life and ample PTO, including paid time off for volunteering, your birthday, and becoming a new parent. - Check us out for yourself at our careers page https://propelus.com/careers/ or our Propelus culture https://instagram.com/propelusculture/?img_index=1 Instagram accounts. For US Employees: - 401K with company matching, as well as financial planning education and resources. - Employees can choose from HSA, FSA, and traditional insurance options for medical, dental, and vision coverage for themselves and dependents. - Lifestyle Spending Account (LSA): We support personal well-being by offering an annual lifestyle spending account that you can use for what matters most to you—whether it’s a gym membership, a meditation app, WFH equipment, or fresh produce delivered to your door. For LATAM Employees: - Your health is our top priority! We cover 100% of your health insurance premiums. Our plans include national and international coverage, so you're protected no matter where you are. - Propelus Flex Club: Our flexible benefits platform gives you monthly points to redeem on what you need most. Plus, you'll get access to exclusive discounts just for being part of our team. - We've got you covered with a life insurance policy, paid 100% by the company. You can also add your beneficiaries at an exclusive, discounted rate. We are an equal opportunity employer and value diversity at Propelus. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Candidates from all backgrounds are encouraged to apply. Full-time positions are scheduled to work 40 hours per week, M-F unless required otherwise by projects. Part-time positions are scheduled to work a maximum of 30 hours per week. Equipment, benefits, and perks are not provided to part-time or temporary employees.