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Clinical Support Associate (Tier One Support)

Wesper

Wesper

Customer Service
Philippines
Posted on Wednesday, June 19, 2024
About Wesper

Wesper is a pioneering company in the field of home sleep testing, offering innovative solutions to diagnose and manage sleep disorders such as sleep apnea. Our FDA-approved Wesper Lab system allows users to conduct sleep tests in the comfort of their own homes using a simple wireless patch. By combining advanced technology with expert sleep analysis, Wesper aims to improve the sleep and overall health of millions of individuals.

Job Summary

As a Customer Support Associate at Wesper, you will be the first point of contact for our customers. You will provide exceptional support and guidance to users, helping them with product setup, troubleshooting issues, managing orders, and handling inquiries related to our sleep testing devices. Your role is crucial in ensuring a positive customer experience and supporting the effective use of our innovative sleep solutions.

Responsibilities

  • Provide Product and Technical Support: Assist customers with setting up and using Wesper devices, troubleshoot common issues, and guide through app functionalities
  • Handle Inquiries and Orders: Manage customer inquiries regarding orders, returns, and subscriptions, and assist with billing and account management
  • Document and Share Knowledge: Maintain and update a comprehensive knowledge base of common issues and solutions, and share insights with the support team
  • Active Listening and Communication: Practice active listening to understand customer concerns and provide clear, concise solutions while maintaining a friendly and professional demeanor
  • Escalation and Collaboration: Identify issues requiring higher-level support, document and escalate appropriately, and collaborate with other support tiers to ensure seamless resolution
  • Technical Skills: Utilize CRM systems (e.g., Zendesk), manage organizational tasks using spreadsheets, and provide support through phone, text, and chat

Requirements

  • Previous experience in a customer support role, preferably in a technical or healthcare-related field
  • Strong problem-solving skills and ability to troubleshoot technical issues
  • Excellent communication skills, both written and verbal
  • Proficiency with CRM systems (e.g., Zendesk), spreadsheets, and various communication tools (phone, text, chat)
  • Ability to work independently and as part of a team
  • Empathy and patience in dealing with customer concerns
  • High attention to detail and organizational skills

Customer Success Principles

  • Delight our customers: Make customer support an asset and a reason why people choose Wesper
  • Build trust: Act in a way that builds trust and confidence, even when things don’t go well
  • Be proactive: Look out for our customers, instead of merely responding or reacting to complaints
  • Act with urgency: Deliver fast, effective resolutions. We often get one shot at making a good impression and getting things right
  • Be accountable: Take ownership over each customer’s success, and be relentless in helping them
  • Ask for help: There is strength in numbers, and we’re at our best when acting as a team
  • Continuously improve: We are continually learning and improving, and need everyone’s help to refine how we serve our customers

Additional Information

  • Work Environment: This is a remote position, offering the flexibility to work from home
  • Training: Comprehensive training will be provided to ensure you are well-equipped to support our customers effectively
  • Career Growth: Opportunities for career advancement and skill development within the company

How to Apply: Interested candidates are invited to submit their resume and cover letter detailing their relevant experience and why they would be a good fit for this role.

Wesper is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Apply now to join Wesper and contribute to revolutionizing the field of sleep health!

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