Senior Support Specialist

📋 Description

• Own complex, escalated issues from start to finish, and escalate appropriately when needed.
• Receive, answer, solve, or route tickets in Zendesk, working closely with Customer Success, Data
• Construct and execute plans to identify, escalate, and remediate operational challenges.
• Drive Jira escalations with Engineering and Product; replicate and validate bugs for proper
• Serve as the subject matter expert for one or more areas of the H1 product offerings.
• Determine methods and procedures on new or special assignments and coordinate the work of others.

🎯 Requirements

• Able to work in the US without additional sponsorship
• 6 - 8+ years in a customer-facing support role, including at least 2 years at a senior, lead, or
• Previous experience within a B2B SaaS business environment
• Hands-on experience with ticketing and issue-tracking systems (e.g. Zendesk, JIRA, Salesforce)
• Track record of leading projects or process improvements with cross-functional teams
• Experience mentoring, training, or guiding other support team members

🎁 Benefits

• Full suite of health insurance options, in addition to generous paid time off
• Pre-planned company-wide wellness holidays
• Retirement options
• Health & charitable donation stipends
• Impactful Business Resource Groups
• The opportunity to work with leading biotech and life sciences companies in an innovative industry