NikoHealth is a rapidly growing SaaS company transforming the way Durable Medical Equipment (DME) and Home Medical Equipment (HME) providers operate. Our innovative, all-in-one platform streamlines business operations, empowering providers to work smarter and more efficiently.
We’re seeking a Customer Support Analyst to deliver exceptional support to our customers, helping them navigate our platform and achieve success in their day-to-day operations.
If you’re a problem-solver with excellent communication skills and a passion for technology, we’d love to hear from you!
What You’ll Do
- Serve as the first point of contact for customer inquiries through various channels, including email, chat, and phone
- Troubleshoot and resolve customer issues related to the SaaS platform, escalating complex problems to the appropriate teams when necessary
- Educate customers on product features, best practices, and solutions to maximize their success with the platform
- Collaborate with internal teams, such as Product and Engineering, to address and resolve customer pain points
- Document customer interactions, feedback, and resolutions
- Identify recurring customer concerns and suggest process or product improvements to enhance the overall customer experience
- Assist with onboarding new customers by providing guidance and resources to ensure a smooth transition to the platform
- Maintain a high level of product knowledge to address customer questions effectively
What You’ll Bring
- Customer service or support in a SaaS or technology-focused environment
- Strong problem-solving skills and the ability to work under pressure while maintaining a professional demeanor
- Excellent verbal and written communication skills, with the ability to explain technical concepts in simple terms
- A customer-first mindset with a proactive approach to resolving issues
- Ability to learn quickly and adapt to new tools and technologies
- Familiarity with customer support tools (Zendesk, Intercom, Freshdesk, etc.) and CRM platforms (Salesforce, HubSpot)
- Bachelor’s degree or equivalent experience is a plus
Why Join Us?
At NikoHealth we’re not just building software; we’re building solutions that empower our customers to succeed. As part of our customer service team, you’ll have the opportunity to make a direct impact on customer satisfaction and retention, while growing your skills in a supportive, fast-paced environment.
This is a remote role, but candidates must be based in the U.S.
We are aware that job scams are on the rise. Please be cautious of fraudulent job offers impersonating our company. We will never ask for payment, personal banking details, or sensitive information during the hiring process. All legitimate communication will come from an official email address ending in @nikohealth.com
