Customer Support Specialist

H1

Shanghai, CN
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 05/04/2021
  • Website: h1insights.com
  • Company Address: , New York, New York

About H1

We see valuable breakthroughs, new connections, and great collaborations happening on our platform for the healthcare industry each day. We want to extend free access to HCPs in need of medical supplies during the current pandemic to help bring medical providers together to source medical supplies, share medical information, and understand the newest research.

Job Description

At H1 we are creating a healthier future by delivering a platform that connects stakeholders across the healthcare ecosystem for greater collaboration and discovery.

The Team

The Customer Support Team is the first point of contact for all customer questions and queries. Working closely with Sales, Customer Success, Implementation, Engineering, and Product, this team is responsible for receiving all tickets in Zendesk and answering, solving, or routing to the appropriate team. The team is also responsible for all customer communication. The Customer Support team is measured on Time to First Reply and Time to Resolution and is also a key component in overall customer happiness, NPS, and retention.
The Customer Support Team partners with the business to provide a white-glove service and drive business improvements in reporting, data integrity, analysis, and projects.
H1 is growing quickly, and our understanding of our customers, and the product that supports them, needs to grow along with it. And so does the product team!

The Role

As a Customer Support Specialist/TL, APAC on the Customer Support team, you will help support all of our customers, with a strong focus on the APAC region. You will responsible for receiving and answering all tickets raised during APAC business hours and solving or appropriately routing them to the responsible teams. The Team Lead aspect of this role will require you to oversee the members of the team in the same region as we expand and ensure all SLAs are met, daily tasks are completed and tickets are adequately handled. You will be the subject matter expert and arbiter of all questions about policy and process during these hours and uphold the highest level of customer care.
You will be responsible for ensuring tickets left in progress by other regions are maintained and ready for action the following day.

You

You are a natural problem solver. You enjoy finding solutions and helping customers work through any questions or issues to a successful outcome. You thrive on delivering customer care and satisfaction. You are adept at juggling multiple issues at once and knowing how to prioritize each of them based on many factors. You not only do well following process but find room for improvement and efficiency. You’re results and data-oriented and strive to improve. You’re collaborative and work well across teams to gather and deliver information.

What You’ll Do at H1

        Oversee additional team members and ensuring SLAs are being met, daily tasks are completed, and acting as arbitration overall support decisions during APAC time zones
        Educate users and providing additional training
        Document support ticket trends Replicate/Validate bugs for proper categorizationIdentify opportunities for platform improvements and feature requests
        Create/update technical documentation
        Serve as a project manager for larger projects to ensure timely delivery

Requirements

        Fluent in English (written and spoken)
        Fluent in Korean (written and spoken)
        Fluent in Japanese (written and spoken)2-4 years in a customer-facing support role
        Knowledge of ticketing systems (e.g. Zendesk, JIRA, Salesforce, etc)Previous experience within a SaaS business environment
        Ability to distill complex concepts for different audiences with varying levels of technical expertise
        Strong organizational skills and ability to follow-up on and track multiple issues/projects
        Good communication, written, and interpersonal skills
        Demonstrates empathy for the customer
        Self-starter with willingness to work hands-on, independently, as well as with a group Dedicated and detail-oriented

Benefits and Perks

        Health Insurance (Medical and Dental)
        Unlimited Vacation/Paid Time Off
        Flexible Work Hours
        Computer Setup
        Commuter Benefits
        Stock Options

Founded in 2017, H1 is a global healthcare technology company that brings data to the pharmaceutical industry. We use technology and design to bring our clients action-driven content, which provides comprehensive and strategic insights to drive decision-making. We believe in taking risks and challenging the status quo by continuously innovating and improving. Our team is made up of passionate engineers, scientists, designers, and more that work together to make the impossible, possible.

Headquartered in New York City, with offices in India (and post-pandemic - Singapore, Europe (location TBD), Boston, and San Francisco), H1 is changing the way Healthcare professionals connect. We’ve been named one of Forbes Best Startup Employers -2021. Visit h1insights.com to learn more about us.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.