Customer Support Specialist

Overview

We are seeking a detail-oriented Customer Support Associate to serve as the primary point of contact for our hospital and vendor representative users. This role combines hands-on customer service (via Zendesk ticketing and phone), operational support for our core platform, and quality assurance for our new Billing Verification product. You'll play a vital role in ensuring smooth daily operations while contributing to process improvements across our growing customer base. This is currently could be a part-time or full-time position.

Primary Responsibilities

Customer Support & Communication

• Manage and resolve customer support tickets in Zendesk, serving as first point of contact for technical issues, user questions, and system requests
• Create and manage user accounts for vendor reps and hospital staff
• Build and maintain system rules for matching vendors with the correct surgical cases
• Handle inbound customer phone calls, providing real-time troubleshooting and support
• Monitor and respond to helpdesk emails with timely, professional communication
• Escalate complex issues appropriately while maintaining ownership of ticket resolution

Customer Onboarding and Training

• Provide remote training sessions and support to new or existing customers
• Engage with existing customers on a regular basis to support the customer success using Torq software
• Identify and escalate customer issues to internal stakeholders

Billing Verification & Quality Assurance

• Review and validate hospital purchase orders (POs) submitted through our helpdesk
• Verify billing documentation for accuracy and completeness
• Conduct case reviews to ensure compliance with hospital and vendor requirements
• Identify and flag discrepancies or issues requiring follow-up
• Collaborate with internal teams to resolve billing issues

Process Improvement & Projects

• Assist with special projects and system optimizations assigned by leadership
• Identify opportunities to streamline support processes and improve customer experience
• Collaborate with cross-functional teams on initiatives to enhance product functionality

Technology & Tools

• Zendesk: Primary platform for ticket management and customer support
• Phone System: Handle inbound customer calls and support requests
• HubSpot: CRM for task management and customer relationship tracking
• Google Sheets: Data organization, reporting, and workflow documentation
• ChatGPT: Research support for vendor products and technical solutions

Required Qualifications

• Excellent written and verbal communication skills with a customer-first mindset
• Tech-savvy and quick to learn new platforms and workflows
• Strong attention to detail and ability to review documentation for accuracy
• Comfortable managing multiple priorities in a fast-paced environment
• Proficiency with help desk software, CRM systems, and data management tools
• Ability to work independently with minimal supervision

Preferred Qualifications

• Experience in healthcare operations, particularly in operating room or surgery center settings
• Certified Surgical Technologist (CST) certification
• Familiarity with hospital purchasing, billing, or vendor management processes
• Prior experience with Zendesk or similar ticketing platforms
• Background in customer support or account management roles

Why Join Torq Interface?

• Make a meaningful impact in healthcare by supporting hospitals and improving surgical workflows
• Flexible remote work environment with part-time schedule
• Opportunity to grow with a fast-scaling startup
• Work directly with hospital systems and contribute to product development
• Collaborative team culture focused on continuous improvement
• 401k, healthcare plans, and other benefits available for full-time employees