Customer Support Representative Tier 2

Who We Are: 

With the collective efforts of our epic team members, we’re trailblazing a new path in the DME industry. Synapse Health was founded in 2016 with a goal to fix the fractured DME ecosystem and completely transform the industry. Built on decades of industry and leadership experience, we’ve launched tech-based solutions that eliminate age-old DME headaches, resulting in a seamless experience for all. We are proud to offer work that matters, on a mission that matters.  

Intrigued? Learn more at SynapseHealth.com and on Synapse Health’s LinkedIn. 

What We Need:  

The Customer Support Representative, Tier 2 will report directly to the Manager, Customer Support. This role focuses on resolving escalated customer issues that go beyond the scope of Tier 1 support, requiring problem-solving skills, the ability to prioritize and manage a varied workload, and the expertise to resolve more complex customer support needs. Tier 2 acts as a bridge between ensuring timely and accurate resolutions while delivering an exceptional customer experience.

What You Will Do:  

• Serve as a point of contact for Tier 1 escalations, offer coaching and provide front-line support when needed related to user access, “how to” order support, and order status triage.
• Work directly with customers to answer questions, track support requests, gather and document details related to a concern, and resolve issues effectively and effectively via phone and/or ticketing system.
• Maintain professional and empathetic communication throughout support process.
• Provide clear and concise explanations to customers, including status updates and solution details.
• Diagnose and troubleshoot order disputes, apply in-depth knowledge to address and provide effective solutions, triage appropriately if/when necessary.
• Processes equipment rental billing holds and maintains accurate documentation.
• Set up and manage auto reporting configurations tailored to customers’ needs.
• Support report inquiries and troubleshoot reporting errors including data discrepancies and/or reporting delays or failures.
• Investigate and resolve customer requests that require product & technical knowledge, including configuration and troubleshooting.
• Collaborate with internal team members to resolve multi-step or cross-departmental issues.
• Provide feedback on process improvement and/or product enhancements to reduce recurring issues.

What You Have:   

At Synapse Health we’ve intentionally built a culture of kindness, collaboration and creativity, and we consider those qualities to be table stakes for any new team member. Additional requirements include: 

• High school diploma or GED, required. Associate degree, preferred.
• At least 3 years of experience in the healthcare or durable medical equipment (DME) industry in customer service or an order intake department setting or other related experience.
• Proficient in MS Office applications and ability to learn department and job-specific software systems including ticketing management system.
• Demonstrate organizational skills.
• Demonstrate effective verbal and written communication skills.
• Demonstrate analytical skills when problem-solving.

What Sets You Apart:  

• Analytical: Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.
• Problem-solving: Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully.
• Customer Service: Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Oral Communication: Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Participates in meetings.
• Teamwork: Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed; Recognizes accomplishments of other team members.
• Written Communication: Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Quality: Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Process Adherence & Continuous Improvement
• Collaboration Across Departments
• Time Management & Prioritization

What Sets Us Apart:  

• Professional growth opportunities with compelling career paths 
• Healthy work-life balance culture with paid time off (PTO) 
• Medical, dental and vision insurance for full-time team members 
• 401K savings plan with employer contribution match 

Synapse Health is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

Synapse Health, Inc will never request personal or sensitive information during the recruitment process. Please see our Careers Page for more information to protect yourself from scammers and to learn more about our recruitment process.