Help Desk Specialist - Remote

Pager is a virtual care collaboration platform that provides access to whole-person healthcare in a trusted, convenient, connected care experience, like having a “doctor in the family.” Pager helps people make better healthcare decisions by enabling better access and reducing costs, making care simple and easy to understand throughout the entire care journey. Through a combination of hi-tech AI automation and hi-touch concierge services, Pager offers an integrated, full-service experience including triage, telemedicine, e-prescriptions, appointment scheduling, after-care follow-up, care advocacy and customer service. Pager’s omni-channel communications platform connects the fragmented healthcare ecosystem by aggregating a care team of nurses, doctors, pharmacists, coordinators, advocates and more in one place. Pager partners with leading payers, providers and employers representing more than 23 million people across the United States and Latin America.

Pager is hiring a Help Desk Specialist to provide expert application support to our users within our growing company. This role will report directly to our Manager, Help Desk and will serve as a key point of contact for all user support requests. As an expert in the user experience, this role will advocate for users by communicating their needs and experiences to our internal stakeholders. They will also work closely with Pager’s Engineering contributors to collaborate on in-the-moment troubleshooting and client communication. 

In this role, “you will”: 

• Support client users with questions and technical issues, over the phone and email, throughout our varied product packages 
• Ad hoc technical troubleshooting  
• Address user questions about the product, and provide Pager product education to users to drive user confidence and self-sufficiency 
• Tackle multiple tickets at the same time, addressing urgency as it may arise 
• Document client issue details within Zendesk and JIRA  
• Maintain effective communication with the Engineering team to ensure all stakeholders are thoroughly informed 
• Ensure a seamless and transparent user experience with regular status updates and an emphasis on user satisfaction 
• Cultivate a product awareness and expertise that brings comfort and confidence to users 

SCHEDULE DETAILS: 

• Full time:  8am-8pm EST
• 3 shifts a week (Monday-Wednesday)  
• Eligible for overtime and shift differential 

As the ideal candidate, “you have” the following qualities: 

• A customer-centered mindset -- motivated by solving problems for customers and your team 
• Strong communication and effective listening skills with an attention to detail 
• Proactive and creative problem solving skills 
• Technological curiosity and savviness  
• Self motivation and drive to overcome obstacles  
• A teamwork mindset -- you take ownership of your work AND your team's success 

QUALIFICATIONS: 

• 2+ years in a Customer Service or Tech Support role  
• Bachelor’s degree in a related field (relevant work experience in lieu of degree) 
• CRM expertise and ease required; experience using Zendesk and JIRA is plus 
• Experience in a call center environment 
• Experience working remotely a plus 
• Bilingual and fluent in Spanish and English a plus 

For Colorado, Nevada, and New York-based employment: In accordance with the Pay Transparency laws the hourly pay rate is $20 - $25.  The compensation package may include stock options, plus a range of medical, dental, vision, financial, generous PTO, stipends for professional development, and wellness benefits.  Final compensation for this role will be determined by various factors such as a candidate's relevant work experience, skills, certifications, and geographic location. The range listed only applies to Colorado, Nevada, and New York.

At Pager, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.