Client Support Specialist, Tier 1

**Title**: Client Support Specialist, Tier 1 **Reporting to**: Senior Manager of Client Support **Location**: This position can be based remotely in the US **Opportunity** The Tier 1 Client Support Specialist serves as the initial point of contact for clients seeking technical support via telephone, dedicated to delivering world\-class service. This role is crucial for resolving technical issues using strong technical expertise and superior customer service skills. By doing so, the Specialist ensures that clients and their patients can fully engage in the patient care journey. We are looking for individuals with technical aptitude, a drive for continuous learning and career growth, and a genuine passion for helping others. **Responsibilities** * **Client Experience**: Serve as the primary representative of Get Well, ensuring a positive and professional experience for all clients. * **Technical Support**: Deliver outstanding technical support via phone and email. Quickly diagnose and resolve diverse hardware, software, and application issues by employing effective questioning. This includes remote troubleshooting for various devices and peripherals, such as Smart TVs, iPads, and mobile devices. * **Product Knowledge**: Maintain a deep understanding of Get Well's product suite and the associated patient outcomes to fully grasp the impact of technical issues on clients and patients. * **Workflow and Escalation**: Develop a thorough understanding of company support operations, clearly identifying when to escalate unresolved issues to the next level of support according to established procedures. * **Professional Communication**: Exhibit highly professional communication and service skills when interacting with a diverse client base. * **Continuous Learning**: Actively learn new product platforms, features, and updates through internal documentation, training sessions (e.g., Google Meet/Zoom), and hands\-on experience by working through related support tickets. Experience using AI\-powered tools and a curiosity for integrating them into daily workflow for enhanced efficiency. * **Prioritization and Organization**: Maintain a high level of organization and adaptability, prioritizing problem resolution effectively within a fast\-paced learning and execution environment. * **Process Improvement**: Proactively drive efficiency by recommending improvements to existing processes and systems. * **Career Growth**: Opportunity for internal growth and advancement into other roles within the organization based on performance. * **Additional Duties**: Perform other duties as assigned to support overall team and organizational goals. **Requirements** * High school diploma or equivalent. * *Preferred*: College degree. * Demonstrated general technical proficiency. * Basic understanding of HTTP response status codes. * Proven ability to achieve and maintain high performance standards. * Must be able to work assigned shifts, including those