Customer Support Specialist

Customer Support Specialist

Propelus® simplifies workforce compliance management across healthcare. Our innovative technology and strategic partnerships empower millions of professionals, their employers, and regulators to work together, creating a connected and efficient healthcare ecosystem.

As a trusted leader for over 20 years, Propelus has focused on bringing more good into the lives of the people and organizations serving healthcare. We deliver seamless compliance solutions to millions. We leverage market-leading technology and essential data to simplify complex operations, reduce risk, and champion a safer, healthier, and happier workforce.

Propelus is seeking a high-performing Customer Support Specialist to join our CE Broker team. CE Broker is the official continuing education tracking system for over 100 regulatory boards, ensuring healthcare professionals remain compliant and licensed. This is a high-volume, remote role designed for "power users" who thrive in a fast-paced SaaS environment. You will serve as the human connection in an AI-augmented support workflow, providing essential technical assistance to licensed professionals.

If you are customer-centric, tech-adaptable, and enjoy the challenge of resolving complex user issues through live support, we want to hear from you.

What You'll Do

High-Volume Technical Execution

• Multichannel Inbound Support: Provide expert assistance via live chat, email, and phone. Inbound phone support can account for up to 80–100% of your daily activity to meet the needs of the business.

• Efficiency & Quality: Maintain a high performance standard, consistently resolving a minimum of 8 tickets per hour while maintaining top-tier customer satisfaction scores.

• AI-Augmented Workflow: Work alongside our AI agents, who handle initial triage. You will step in to manage complex human interactions and ensure a seamless customer journey.

Technical Troubleshooting & Feedback

• Problem Solving: Go beyond the script to troubleshoot software bugs and navigation issues. You will be the "power user" of the CE Broker platform.

• Voice of the Customer: Proactively surface product feedback and recurring friction points to our internal teams to help improve the CE Broker user experience.

• Process Improvement: Collaborate with the team to enhance our internal knowledge base and streamline support documentation.

What You'll Bring

• SaaS Support
  
  Experience:
  
  2+ years in a contact center or technical support role, specifically within the SaaS industry.

• Proficiency with Zendesk (or a similar CRM) is required. You must be comfortable navigating deep ticket histories and utilizing macros efficiently.

• A positive mindset toward the evolution of AI in the workplace and a proven ability to learn new software platforms quickly.

• Excellent verbal and written English. You can translate technical concepts into simple, friendly instructions for non-technical users. (Fluency in Spanish is a major plus!)

• Associate's degree or higher is preferred.

Remote Work Requirements

• A quiet, dedicated, and professional home workspace.

• High-Speed Internet:
  Minimum 25–50 Mbps download / 5–10 Mbps upload.

• VOIP Stability: A stable connection capable of supporting consistent, high-quality phone calls throughout your entire shift.

We are an equal opportunity employer and value diversity  do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Candidates from all backgrounds are encouraged to apply.

Full-time positions are scheduled to work 40 hours per week, M-F unless required otherwise by projects. Part-time positions are scheduled to work a maximum of 30 hours per week. Equipment, benefits, and perks are not provided to part-time or temporary employees.