Technical Support Agent (Tier I)

Position Title: Technical Support Agent (Tier I)
Location: Remote
Duration: 18 months, potential to be extended or FTE
Working Hours: 11am - 8pm EST  Monday - Friday.

Job Description:

Do you love working with customers and improving the customer experience? Can you resolve technical issues quickly and effectively? Do you want to work in an innovative company spearheading the transformation of healthcare? If you answered “yes” to these questions, read on.   Human API is creating health data liquidity controlled by the consumer. We are empowering consumers to share their health data with the entities that can provide them with better care and services. Through our large, distributed network of Wellness and Medical integrations, we're creating a simple, on-demand way for everyone to exchange and use the health data they need.   To that end, we’re looking for folks to solve problems for the customer, understand pain points in the product, to dig into the code, and to work as a team.

What you’ll do  
The Tier 1 Technical Support Agent  is the first line of support assisting our business customers with order management and end users using our products.  You will work with customers who have orders, issues, or require information about Human API products, services, or workflows. They also provide solutions that fit those individualized situations and prioritize the customers’ needs at each step of the process.  

o       Be the first line of defense to help customers solve basic user support requests via email and live chat.
o       Communicate with customers in a friendly and helpful manner. 
o       Assist with data entry tasks when needed.
o       Own internal investigations for customer support requests.
o       Provide feedback on current customer issues and potential solutions for process improvement.
o       This position ideally supports customers 11am-8pm ET Monday-Friday.
 
About you  
o       Education: College degree preferred, but not required
o       Experience: 2+ years in a customer service position
o       Professional fluency in English with the ability to read and write in a business setting.
o       Analytical and investigative mindset. 
o       Understanding of technology concepts: APIs, product releases, feature requests, and bugs.
o       Ability to identify and assess customer needs to achieve satisfaction
o       Ability to work both independently and as part of a team; managing time effectively between competing priorities.
o       Ability to troubleshoot technical issues and investigate potential bugs and portal connection issues.

Nice to Have  
o       Experience working with Zendesk and/or other CRM/support tools.
o       Prior experience with B2B/D2C customer support.
o       Prior experience supporting customers using API/Tech products. 

About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
 
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.

Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation.
 
California Applicant Notice: SPECTRAFORCE is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAHR@spectraforce.com.
 
LA County, CA Applicant Notice: If you are selected for this position with SPECTRAFORCE, your offer is contingent upon the satisfactory completion of several requirements, including but not limited to, a criminal background check. We consider qualified applicants with arrest or conviction records for employment in accordance with all local ordinances and state laws, including the Los Angeles County Fair Chance Ordinance for Employers (FCO) and the California Fair Chance Act (FCA). The background check assessment will consider whether a criminal history could reasonably have a direct, adverse impact on the job-related safety, security, trust, regulatory compliance, or suitability for this role. Such findings may result in withdrawal of a conditional job offer. 


At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $17.50/hr.