Summary: Seeking a resourceful and independent email support agent to manage inquiries and maintain the internal knowledge base for clinical teams. Highlights: 1. Opportunity for independent problem-solving and critical thinking 2. Focus on improving workflow efficiency and customer satisfaction 3. Remote work with flexible hours We need a resourceful email support agent who can think independently while providing fast, accurate answers to our company. Your primary focus will be managing the support inbox and keeping our internal knowledge base fresh and complete. This is a remote position; Its full/Part time Job, so you can respond to clinical teams in real time. KEY RESPONSIBILITIES: • Respond to clinical providers’ email questions with clear, empathetic, and accurate answers • Research unfamiliar issues, apply critical thinking, and craft solutions without waiting for step-by-step instructions • Log recurring questions, draft new knowledge-base articles, and revise existing content when processes change • Escalate complex or high-priority issues to the appropriate internal team and follow up to ensure closure • Track ticket metrics such as first-response time and resolution time; identify patterns and suggest process improvements REQUIREMENTS: • Mastery of written English with flawless grammar, punctuation, and tone control • Proven ability to think for yourself, and propose solutions • Experience providing email support or environment • Familiarity with help-desk or ticketing tools • Comfortable updating and maintaining a knowledge base or FAQ system • Reliable high-speed internet and the ability to work PREFERRED QUALIFICATIONS: • Knowledge of Customer service and administrative Role • Experience in writing or process documentation • Previous remote-work experience on a distributed team SUCCESS IN THIS ROLE LOOKS LIKE: • First-response time under one business hour for provider emails • Consistent resolution of tickets within one business day for routine questions • Weekly knowledge-base updates that reduce repetitive inquiries • Proactive recommendations that improve workflow efficiency or customer satisfaction EMPLOYMENT DETAILS: • Full-time remote role • Monday–Friday, approximately Anytime of the day (flexible for the right candidate) • Compensation commensurate with experience • Candidate provides their own computer and secure work environment. If necessary, we can also assist. Its a Remote Job Skills: Broadband, Customer Satisfaction, Customer Support/Service, Documentation, English Language, Frequently Asked Questions (FAQ), Help Desk, Identify Issues, Internet Technology, Knowledge Base, Metrics, Process Improvement, Software as a Service (SaaS), Standard Operating Procedures (SOP), ZenDesk
Craigslist · HR
Craigslist · HR
