Customer Support Specialist

OverviewWe 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 ResponsibilitiesCustomer Support & CommunicationManage and resolve customer support tickets in Zendesk, serving as first point of contact for technical issues, user questions, and system requestsCreate and manage user accounts for vendor reps and hospital staffBuild and maintain system rules for matching vendors with the correct surgical casesHandle inbound customer phone calls, providing real-time troubleshooting and supportMonitor and respond to helpdesk emails with timely, professional communicationEscalate complex issues appropriately while maintaining ownership of ticket resolutionCustomer Onboarding and TrainingProvide remote training sessions and support to new or existing customersEngage with existing customers on a regular basis to support the customer success using Torq softwareIdentify and escalate customer issues to internal stakeholdersBilling Verification & Quality AssuranceReview and validate hospital purchase orders (POs) submitted through our helpdeskVerify billing documentation for accuracy and completenessConduct case reviews to ensure compliance with hospital and vendor requirementsIdentify and flag discrepancies or issues requiring follow-upCollaborate with internal teams to resolve billing issuesProcess Improvement & ProjectsAssist with special projects and system optimizations assigned by leadershipIdentify opportunities to streamline support processes and improve customer experienceCollaborate with cross-functional teams on initiatives to enhance product functionalityTechnology & ToolsZendesk: Primary platform for ticket management and customer supportPhone System: Handle inbound customer calls and support requestsHubSpot: CRM for task management and customer relationship trackingGoogle Sheets: Data organization, reporting, and workflow documentationChatGPT: Research support for vendor products and technical solutionsRequired QualificationsExcellent written and verbal communication skills with a customer-first mindsetTech-savvy and quick to learn new platforms and workflowsStrong attention to detail and ability to review documentation for accuracyComfortable managing multiple priorities in a fast-paced environmentProficiency with help desk software, CRM systems, and data management toolsAbility to work independently with minimal supervisionPreferred QualificationsExperience in healthcare operations, particularly in operating room or surgery center settingsCertified Surgical Technologist (CST) certificationFamiliarity with hospital purchasing, billing, or vendor management processesPrior experience with Zendesk or similar ticketing platformsBackground in customer support or account management rolesWhy Join Torq Interface?Make a meaningful impact in healthcare by supporting hospitals and improving surgical workflowsFlexible remote work environment with part-time scheduleOpportunity to grow with a fast-scaling startupWork directly with hospital systems and contribute to product developmentCollaborative team culture focused on continuous improvement401k, healthcare plans, and other benefits available for full-time employees