[Hiring] Customer Support Specialist @Torq Interface

Role Description

We are seeking a detail-oriented Customer Support Associate to serve as the primary point of contact for our hospital and vendor representative users. This role combines hands-on customer service (via Zendesk ticketing and phone), operational support for our core platform, and quality assurance for our new Billing Verification product. You'll play a vital role in ensuring smooth daily operations while contributing to process improvements across our growing customer base. This is currently could be a part-time or full-time position.

Primary Responsibilities

• Customer Support & Communication
  • Manage and resolve customer support tickets in Zendesk, serving as first point of contact for technical issues, user questions, and system requests.
  • Create and manage user accounts for vendor reps and hospital staff.
  • Build and maintain system rules for matching vendors with the correct surgical cases.
  • Handle inbound customer phone calls, providing real-time troubleshooting and support.
  • Monitor and respond to helpdesk emails with timely, professional communication.
  • Escalate complex issues appropriately while maintaining ownership of ticket resolution.
• Customer Onboarding and Training
  • Provide remote training sessions and support to new or existing customers.
  • Engage with existing customers on a regular basis to support customer success using Torq software.
  • Identify and escalate customer issues to internal stakeholders.
• Billing Verification & Quality Assurance
  • Review and validate hospital purchase orders (POs) submitted through our helpdesk.
  • Verify billing documentation for accuracy and completeness.
  • Conduct case reviews to ensure compliance with hospital and vendor requirements.
  • Identify and flag discrepancies or issues requiring follow-up.
  • Collaborate with internal teams to resolve billing issues.
• Process Improvement & Projects
  • Assist with special projects and system optimizations assigned by leadership.
  • Identify opportunities to streamline support processes and improve customer experience.
  • Collaborate with cross-functional teams on initiatives to enhance product functionality.
• Technology & Tools
  • Zendesk: Primary platform for ticket management and customer support.
  • Phone System: Handle inbound customer calls and support requests.
  • HubSpot: CRM for task management and customer relationship tracking.
  • Google Sheets: Data organization, reporting, and workflow documentation.
  • ChatGPT: Research support for vendor products and technical solutions.

Qualifications

• Excellent written and verbal communication skills with a customer-first mindset.
• Tech-savvy and quick to learn new platforms and workflows.
• Strong attention to detail and ability to review documentation for accuracy.
• Comfortable managing multiple priorities in a fast-paced environment.
• Proficiency with help desk software, CRM systems, and data management tools.
• Ability to work independently with minimal supervision.

Preferred Qualifications

• Experience in healthcare operations, particularly in operating room or surgery center settings.
• Certified Surgical Technologist (CST) certification.
• Familiarity with hospital purchasing, billing, or vendor management processes.
• Prior experience with Zendesk or similar ticketing platforms.
• Background in customer support or account management roles.

Benefits

• Make a meaningful impact in healthcare by supporting hospitals and improving surgical workflows.
• Flexible remote work environment with part-time schedule.
• Opportunity to grow with a fast-scaling startup.
• Work directly with hospital systems and contribute to product development.
• Collaborative team culture focused on continuous improvement.
• 401k, healthcare plans, and other benefits available for full-time employees.