Overnight Customer Support Associate at Wheel
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Wheel is powering virtual care. We are a healthcare technology company bringing together both the tech infrastructure and the clinicians to power many of the industry’s leading telehealth services. By enabling more companies and clinicians to participate in virtual care, Wheel is helping to connect patients to the best care for their health needs.
We’re a hybrid-remote company with a hub in Austin, Texas, and we are proud to have been recently named one of Built In Austin’s Best Places to Work and Best Small Company to Work For. Wheel is backed by top investors; Lightspeed Venture Partners, CRV, Tusk Ventures, and Silverton Partners. We’re looking for new Wheelies who share a passion for making a positive difference in healthcare and feel connected to our core values.
Learn more about what we are building in Forbes.
We believe we can help build a future for everyone by ensuring how we work is aligned with our core values of:
Grit to grow.
To learn more about how we work, check out our careers page.
As an Overnight Customer Support Associate, you will be on the front lines of interaction for all of our internal and external stakeholders including clients, pharmacies, patients, and clinicians. You will be responding to all inquiries and fielding technical issues with robust knowledge of our internal processes. You will work closely with clinicians and the clinical operations team to ensure consults are getting handled in a timely manner.
- You will be covering 3am CDT to 12pm CDT Wednesdays-Sundays
- Triage queries to the appropriate internal team members for review and resolution
- Effectively escalate urgent support requests
- Utilize ZenDesk to review, respond, and triage
- Collaborate with Customer Support Team on projects and initiatives as needed
- 1+ years of customer support or related experience
- Excellent communicator via phone and email with a customer-centric mindset
- Capable of using discretion to assess, triage, and escalate customer requests as appropriate and in accordance with SLAs
- Available to work evenings and weekends
- Previous experience with ZenDesk a plus
Equal Employment Opportunity Statement
At Wheel, we know we will go further together by celebrating diversity and that starts by honoring each of our unique lived experiences. We look for a diverse pool of applicants including those from historically marginalized groups: women, people with disabilities, people of color, formerly incarcerated people, people who are lesbian, gay, bisexual, transgender, and/or gender nonconforming, first and second generation immigrants, veterans and people from different socioeconomic backgrounds. We are committed to ensuring a safe work environment where employees are not discriminated against based on age, race, ancestry, religion, sex, gender identity, sexual orientation, pregnancy, marital status, physical or mental disability, military or veteran status, national origin, or any other characteristic protected by law. We are proud to be an equal opportunity employer that believes in health, equity, equality, and prosperity for all so we can succeed in changing the way healthcare works.
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