Customer Support Specialist Jobs

About Trayt
Trayt is a fast-growing, mission-driven, venture-backed healthcare technology startup located in Menlo Park, California. We have a disruptive data platform that is offering a new paradigm in diagnosing, treating, and caring for patients with brain and mental health disorders, including Autism, ADHD, depression, substance abuse, and eating disorders. Tryat’s end-to-end collaboration and data analytics platform unites the entire ecosystem of providers and caregivers around every patient. It is the only application to fully address the needs of statewide psychiatry access program with major customers such as the states of Texas and Vermont and powering programs such as Child Psychiatry Access Network (CPAN) and Texas Child Health Access Through Telemedicine (TCHATT).
Our world-class multi-disciplinary team has decades of experience in psychiatry, data analytics, and building successful companies. We pride ourselves on being a group of passionate people who love our product and love celebrating our achievements and milestones together. This is a unique and exciting opportunity to work with some of the most innovative minds in our industry and see our product change history.
At Tryat Health, we’re looking for a Customer Support Specialist. This role will report to the Head of Product at Trayt.
Key Responsibilities:

• Identify areas of improvement in support processes (i.e. customer self-service opportunities)
• Flag user pain points and suggest solutions to Product Team
• Use tools and knowledge base efficiently to maintain low ticket processing time
• Provide support to other teams, including but not limited to Sub Operations
• Achieve set team goals in tickets per hour, quality, and CSAT
• Provide high-quality, efficient, and helpful responses to customer requests through channels like Zendesk emails/tickets, live chat, and phone
• Improve analytics and tools to measure and produce monthly reports of customer tickets and inquiries, with appropriate categorization and tagging that drive better decision-making
• Triage and escalate tickets as necessary to leadership
• Suggest, update, and create content for the product portal Help Center and internal knowledge base to provide an easy, self-service customer experience (help articles, etc.)

Requirements
To be successful in this role, you must have:

• Good judgment and the ability to handle sensitive and confidential information with discretion
• High degree of critical thinking, reading comprehend solution-oriented oriented skills required
• Technical proficiency with online tools and systems, including, Google Suite, JIRA, Salesforce, and ticket-management systems (ZenDesk)
• Enthusiasm for helping customers find solutions
• Bachelor’s degree preferred or equivalent experience required
• Hyper-organized and detail-oriented, with excellent written and verbal client-facing communication skills
• 2-4 years of experience handling customer-facing troubleshooting
• Experience in preparing customer-facing education materials (articles, process docs)
• Highly empathetic, takes time to understand customer pains, needs, and wants, and goes the extra mile to make sure customer issues are resolved as quickly as possible
• High level of written and verbal skills required
• You consider yourself a technology enthusiast and enjoy learning how to use new technology

Salary Range
$70K - $120K plus stock options
Benefits

• Holiday Pay
• Life Insurance
• Short and Long-Term Disability Insurance
• Flexible Paid Time Off
• Flexible Spending Accounts
• Health Insurance Coverage (medical, dental, and vision)
• 401(k)
• Company Equipment
• Hybrid Remote Work/Flex Scheduling Environment