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Req # 100927

User Support Specialist

Charlotte, NC US

Employee: Full Time Employee
Travel: None
About Castlight

At Castlight, our mission is to empower people to make the best choices for their health and to help companies make the most of their health benefits. We offer a health benefits platform that engages employees to make better healthcare decisions and can guide them to the right program, care, and provider. The platform also enables benefit leaders to communicate and measure their programs while driving employee engagement with targeted, relevant communications. 


Description
Castlight is looking for a full-time User Support Specialist to join our top-notch Customer Support team in our Charlotte, NC office and provide our users with outstanding service as we scale our operations. We are looking for a smart and motivated individual with experience or demonstrated skills in the rapid-growth technology setting. This job is vital to the success of our products and it demands a relentless customer focus, strong teamwork capabilities, and a keen interest in the intricacies of technology products.

Responsibilities:
  • Represent Castlight to the outside world
  • Respond to customer service requests within established SLA's via email, phone, live chat, etc.
  • Take ownership of resolving customer service issues from start to finish
  • Exhibit a high level of familiarity with our applications and their functionality
  • Gather, analyze and present customer service feedback to various stakeholders
  • Analyze requests to lower support drivers and predict future support volume
  • Find and adopt operational efficiencies in customer support processes
  • Document procedures and policies to ensure the successful expansion of future customer support operations
  • Other related duties as assigned
  • Willingness to work weekends / evenings and occasional overtime
Qualifications
  • 1-3 years customer service experience, ideally within a technology company, with proven customer service skills and a desire to grow within the customer success profession
  • Laser-focused customer attention and dedication to rapid problem solving and ticket response
  • Impressive organizational skills and attention to detail
  • Adept at juggling multiple tasks and customer support requests at the same time
  • Able to work both independently and as a member of the team
  • Strong communication skills, both verbal and written
  • Familiarity with online tools, especially Google Docs; Salesforce Service Cloud is a plus
  • Familiarity with mobile technology
  • High tolerance for ambiguity and uncertainty
  • Positive, friendly, and professional demeanor with customers
  • Spanish speaker a plus
 

 

We are Castlight and we are…

ONE TEAM

* Changing healthcare is a team sport

* Teamwork requires respect

* Direct feedback is a gift that improves us

* Diversity makes us stronger

* We take care of ourselves and each other=

ON A MISSION

* We put our mission first

* We are here to transform healthcare

* We tackle complex problems with curiosity, passion, and ambition

* We bring our best every day

* We learn and grow together

 MAKING THINGS HAPPEN

* Done well is better than perfect

* We move fast to accelerate execution and learning

* We are empowered to take action

* We own the outcome

* We win together


EEOC Statement
Castlight Health provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Castlight Health will provide reasonable accommodations for qualified individuals with disabilities.
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