Jiff is hiring a

User Support Specialist

Charlotte, United States

About Jiff

Jiff is an enterprise health benefits platform that enables employers to reduce health care spending by delivering smarter and simpler benefit programs customized for each employee. Combining data analytics with beautiful design, Jiff allows companies to maximize health care savings by tailoring incentives to target cost drivers, adapting benefits in real-time, and driving usage of digital health technology and services that are proven to save money. Employees can choose the wearables, apps, and programs that allow them to maximize their benefit, save money and reach their health goals – all on one seamless, engaging platform.   Headquartered in Mountain View, Jiff is led by veteran healthcare and technology leaders and backed by Venrock, the premiere healthcare venture capital firm. Health benefits. Smarter.

About the Job

The role:

Jiff's is looking for a full-time User Support Specialist to join our top-notch Customer Support team in our new Charlotte, NC office and provide our users with outstanding service as Jiff scales its operations. We are looking for a smart and motivated individual with experience or demonstrated skills in the rapid-growth technology setting. This job is vital to the success of Jiff’s products and it demands a relentless customer focus, strong teamwork capabilities, and a keen interest in the intricacies of technology products.

The team:

Jiff’s Customer team leads implementations, and takes our constantly evolving products to the market for the very first time. We work with customers from the point of sale through program scoping, product development, implementation, ongoing engagement, and additional business development opportunities. We use our on-the-ground insights to inform and improve our products, our implementations and our company. Our mission is to turn our customers and end users into Jiff evangelists; achieve sky-high employee engagement levels; and build a lean team that can bring our products to millions of users with little overhead.

Responsibilities:

  • Represent Jiff to the outside world
  • Respond to customer service requests within established SLA's via email, phone, live chat, etc.
  • Take ownership of resolving customer service issues from start to finish
  • Exhibit a high level of familiarity with Jiff applications and their functionality
  • Gather, analyze and present customer service feedback to various stakeholders
  • Analyze requests to lower support drivers and predict future support volume
  • Find and adopt operational efficiencies in customer support processes
  • Document procedures and policies to ensure the successful expansion of future customer support operations
  • Other related duties as assigned
  • Willingness to work weekends / evenings and occasional overtime

Who you are:

  • 1-3 years customer service experience, ideally within a technology company, with proven customer service skills and a desire to grow within the customer success profession
  • Laser-focused customer attention and dedication to rapid problem solving and ticket response
  • Impressive organizational skills and attention to detail
  • Adept at juggling multiple tasks and customer support requests at the same time
  • Able to work both independently and as a member of the team
  • Strong communication skills, both verbal and written
  • Familiarity with online tools, especially Google Docs; Salesforce Service Cloud is a plus
  • Familiarity with mobile technology
  • High tolerance for ambiguity and uncertainty
  • Positive, friendly, and professional demeanor with customers
  • Spanish speaker a plus

We offer competitive salary and benefits including flexible time off, employer paid health plan options, equity, 401k and more.

Join Jiff and make a difference: “I haven’t run in a year and a half… your product has helped to get me active again. Thank you, Jiff team.” - Sarah, a satisfied customer.

 

Jiff is proud to be an equal opportunity employer and is committed to providing equal employment opportunity regardless of race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, sexual orientation or any other category protected by law.

*No agency or third party recruiters*

 

#LI-JIFF

 

 

 

 

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