Customer Support Representative

Winavox is seeking a dedicated and empathetic Customer Support Representative to join our team. The ideal candidate will provide exceptional service to our members by assisting with inquiries, troubleshooting technical issues, and offering guidance on how to effectively use telehealth services. You will play a key role in ensuring that our users have a seamless experience as they access healthcare through our platform.
Key Responsibilities:
• Respond to customer inquiries via phone, email, and chat, providing prompt, courteous, and accurate assistance.
• Assist members in navigating our platform, including scheduling virtual consultations, managing their account, and troubleshooting technical issues.
• Educate customers on the features and benefits of our services, ensuring they understand how to access healthcare remotely.
• Handle technical issues and work with appropriate teams to resolve concerns related to system access, app functionality, and connectivity.
• Document customer interactions and escalate unresolved issues to senior tea ---------- mbers or technical support.
• Follow up with customers to ensure that their issues are resolved and provide ongoing support as needed.
• Maintain up-to-date knowledge of our services, policies, and best practices to deliver accurate information.
• Meet or exceed individual and team performance metrics such as response time, customer satisfaction, and issue resolution rates.
• Contribute to continuous improvement efforts by providing feedback on common customer concerns, process gaps, or service enhancements.
Qualifications:
• High school diploma or equivalent (Associate’s or Bachelor’s degree preferred).
• 1-2 years of customer support experience, ideally in healthcare, technology, or telemedicine.
• Excellent communication skills, with the ability to explain technical information in a clear, friendly manner.
• Strong problem-solving abilities and attention to detail.
• Empathy and patience in handling customer inquiries and resolving issues.
• Ability to work independently and as part of a team in a fast-paced environment.
• Proficiency in using CRM software, telehealth platforms, and basic computer applications (e.g., MS Office, Google Suite).
• Knowledge of healthcare services or telehealth is a plus.