Customer Support Specialist

***PLEASE NOTE: Hours for this position are from Monday through Friday 8:00 AM to 5:00 PM EASTERN DAYLIGHT TIME. This is non-negotiable.***

 

At Glooko, our mission is to improve the lives of people with diabetes by using data and technology to create and deliver actionable insights. Our talented, fully remote customer support team is growing, and we are looking for someone new to join us. Is that you? We welcome all people, including individuals from non-traditional backgrounds. Historically marginalized or underrepresented groups are strongly encouraged to apply. We embrace diversity and understand that talent and drive can be found across people from all walks of life.

 

What does a Customer Support Specialist do at Glooko?

You will provide stellar support to our customers through phone calls, chat, SMS, and email. The support you provide will require you to have a solid understanding of our mobile app, our multiple methods of uploading data, and our compatibility with other manufacturer products such as blood glucose meters, insulin pumps, and continuous glucose monitors. Don’t worry, we will teach you! You will thrive if you are a self-motivated individual who enjoys learning new things.

 

In this role, you will:

• Provide outstanding support to patients, clinics, and partners with a strong focus on customer satisfaction and efficiency
• Troubleshoot and thoroughly research technical issues and escalate bugs to internal teams appropriately
• Maintain high levels of customer satisfaction by providing timely and accurate responses
• Educate customers on the functionality and use of Glooko’s products
• Identify trends related to customer inquiries and provide regular feedback to management as needed
• Create and/or edit product knowledge documentation such as Help Center articles
• Handle logistics and shipping inquiries
• Participate in additional projects within the Support team or cross-functionally as needed

 

Attributes you have:

• Empathy 
• The ability to move quickly without rushing
• Fabulous time management skills
• A sense of ownership and teamwork 
• Strong communication skills, both written and verbal
• Strong bias for action, ability to dive deep, and insistence on the highest standards
• Technical know-how - you’re comfortable interfacing with engineers, translating complex technical concepts into everyday language, and working with SaaS systems

 

Qualifications:

• 1 - 3 years of experience supporting a software product, preferably SaaS Healthcare
• Excellent troubleshooting, root cause analysis, and problem-solving skills
• Experience managing cases throughout the entire support lifecycle: from initial customer inquiry, to triage and reproduction, writing bug reports for handoff to the development team and case resolution
• Zendesk, JIRA, and Confluence experience
• An attitude focused on customers and an ability to empathize with what they experience
• Exceptional verbal communication skills with a friendly, patient, and professional phone demeanor
• Exceptional written communication skills with the ability to quickly compose clear and concise answers
• Individual performer and team player with a vested interest in continuous self-improvement
• Ability to work in a hyper-growth environment with shifting priorities

 

Requirements:

• Hours for this position are 8:00 AM - 5:00 PM EDT Monday - Friday 

 

Bonus:

• Zendesk Admin experience
• Experience working with remote teams in multiple countries
• Multilingual is a big plus (Spanish, French, Swedish, German, etc.)
• Willingness to work flexible hours as needed

 

About Glooko:

There are over 420 million people in the world with diabetes, and Glooko helps them, as well as their physicians and care team, manage the disease more easily and cost-effectively. Glooko is the UnifiedPlatform for Diabetes Management and provides an FDA-cleared, HIPAA-compliant Web and Mobile (iOS and Android) application for people with diabetes and the clinicians who treat them. The platform seamlessly unifies data from over 80 of the leading blood glucose meters, insulin pumps, continuous glucose monitors, activity trackers, and biometric devices to deliver insights that improve personal and clinical decision support. Glooko’s mobile app and web dashboard enable patients to easily track and proactively manage all aspects of their diabetes care. Glooko’s Population Tracker and APIs offer diabetes-centric analytics and supply insightful r