Get Covered

Customer Support

• Serve as the first line of defense for inbound support tickets from operators, vendors, and internal teams
• Review, categorize, assign severity, prioritize, and route support tickets
• Maintain queue health, correct ticket tagging, and SLA expectations
• Identify trends, escalate bugs, and document recurring issues for Implementation and Product teams
• Support internal incident protocols and SLA classification and communication
• Assist with onboarding new customers alongside the Implementation team
• Review AI accuracy, bulk upload data files, manipulate spreadsheets, process change requests, and audit data sets
• Build document templates, set contract signature blocks, and configure requirements
• Apply knowledge of industry vendors, suppliers, and their products to support customer platform adoption
• Create, maintain, review, and revise resource library documentation and process guides
• Use Notion and knowledge base systems to manage documentation
• Handle varied startup-generalist tasks and projects
• Build relationships and collaborate effectively with the team

Support Specialist