RRemoteville
Sunny logoSunny

Tier 2 Support Specialist, Customer Success

Skills
Case ManagementCustomer Escalation ManagementCustomer ExperienceCustomer SatisfactionCustomer ServiceCustomer SupportEscalation Resolution
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • 3 years of customer service or call center experience in a Level II position or higher
  • Computer literate with strong data entry skills
  • Ability to manage 20+ case closures per day after training
  • Experience with Salesforce CRM or similar program
  • Experience with ticketing systems and remote support tools
  • Experience working cases and self-assigning follow-up tasks
  • Strong verbal and written communication skills
  • Strong active listening skills
  • Excellent telephone skills and etiquette
  • Ability to de-escalate escalated calls effectively
  • Ability to maintain composure in challenging situations
  • Excellent organizational and time management skills
  • Experience in a fast-paced environment and adaptable to changing priorities
  • Commitment to quality work

Nice to have

  • Bachelor’s degree
  • Healthcare technology experience
  • Fintech experience
  • Process improvement focus
  • Problem-solving ability
  • Startup experience
  • Grace under pressure
  • No ego

Day to day

  • Handle incoming escalations from Tier I support members and care coordinators for Sunny’s app portal and debit card services
  • Investigate difficult cases methodically and efficiently while meeting team SLAs and resolving customer issues
  • Deliver empathetic member support educate users and coordinate with internal teams to protect satisfaction and improve outcomes