Customer Support Specialist

Propelus® simplifies workforce compliance management across healthcare. Our innovative technology and strategic partnerships empower millions of professionals, their employers, and regulators to work together, creating a connected and efficient healthcare ecosystem.

As a trusted leader for over 20 years, Propelus has focused on bringing more good into the lives of the people and organizations serving healthcare. We deliver seamless compliance solutions to millions. We leverage market-leading technology and essential data to simplify complex operations, reduce risk, and champion a safer, healthier, and happier workforce.

We're hiring Customer Support Specialists to join the Propelus Customer Support team. You'll support one of our two products:

• CE Broker: The official continuing education tracking system for over 100 regulatory boards, helping healthcare professionals stay compliant and licensed.
• EverCheck: Helps healthcare employers verify and monitor the licenses and certifications of their staff.

This is a remote, high-volume role in a fast-paced software company. You'll be the human connection in a support process that uses AI tools, and you'll help licensed professionals and employers solve technical issues through live phone, chat, and email support. If you learn new tools quickly, stay calm under pressure, and enjoy solving problems for people, we want to hear from you.

What You'll Do

High-volume customer support

• Multichannel inbound support: Help customers through phone, chat, and email. Your channel mix depends on your team. On the CE Broker team, phone support can make up 80% to 100% of your day. On the EverCheck team, most of your work happens through chat and email.

• Efficiency and quality: Resolve 6 to 8 cases per hour, depending on your team, while keeping customer satisfaction high.

• AI-supported workflow: Our AI agents handle the first step of many requests. You'll step in for the more complex conversations and make sure each customer gets a complete answer.

Problem solving and customer education

• Problem solving: Troubleshoot software bugs and navigation issues, even when there's no written answer. You'll become an expert user of your team's platform.

• Account education: Help customers understand their account options and features. On the CE Broker team, this includes explaining our upgraded account options and helping professionals choose the right plan. On the EverCheck team, this means helping employers use the features available to them.

• Customer feedback: Share product feedback and recurring customer issues with our internal teams to help improve CE Broker and EverCheck.

• Process improvement: Work with the team to improve our internal knowledge base and support documentation.

What You’ll Bring

• 2 or more years of experience in a contact center or customer support role, ideally at a software as a service (SaaS) company.

• Experience with Zendesk or a similar help desk system. You're comfortable reviewing long case histories and using macros (saved responses) to work efficiently.

• You learn new software quickly.

• You're excited to work alongside AI tools and help shape how we use them in support.

• Excellent spoken and written English. You can explain technical steps in simple, friendly language. Spanish fluency is a strong plus.

• An associate's degree or higher is preferred.

Remote Work Requirements

• A quiet, dedicated workspace free from background noise.

• Internet speeds of at least 50 Mbps download and 10 Mbps upload.

• A connection stable enough to support clear phone calls throughout your shift.