Junction Customer Support Associate at Junction providing Tier 1 support for healthcare lab-ordering infrastructure. Owns customer issues end-to-end, investigates and resolves problems, and partners with cross-functional teams.
Responsibilities
Owning customer issues from start to solution
Investigate and resolve customer-reported issues methodically. The most common question is “where are my results?”, and the answer could be a partial result, a canceled order, or a needed redraw
Support customers across their full journey, from onboarding through ongoing troubleshooting
Running a high-volume operational queue
Triage, prioritize, and escalate tickets so the right issue gets to the right person, fast
Call labs, mobile phlebotomy vendors, and other service providers directly to track down results, correct patient details, and drive timely resolution
Communicating with clarity and care
Write and speak with empathy and precision, especially when things are messy: on tickets, in Slack, and on calls
Working across teams
Partner with product, engineering, operations, and customer success to unblock issues quickly, and ask for help early when you need it
Building the knowledge base
Document what you learn so the next customer (and the next teammate) gets an answer faster
Qualification
You’re hands-on in identifyingYou thrive when working a busy queueYou’re calmWhen something’s repetitiveCompany and team offsites$100 monthly wellness budgetFlexibleCoworking budget
Required
You’re hands-on in identifying, reproducing, and resolving customer-reported issues. You take full ownership of an issue and follow through until its resolved
You’ve worked at a small or mid-size company, and you’re comfortable operating without a playbook or loads of documentation
You thrive when working a busy queue, and you take pride in closing tickets well and quickly
You’re calm, empathetic, and accurate in how you communicate, both in writing and verbally
When something’s repetitive, you build a better way to do it. You’re excited to use AI and other tools to solve problems, not just to work through them faster
Preferred
You don’t need to tick every box to fit in here. If the problems we’re solving genuinely interest you and you know you can contribute, we’d love to talk.
Your salary is dependent on your location and experience level
Equity (extended exercise post 2 years of employment)
Company and team offsites
Monthly learning budget of $150 for personal development and productivity
$100 monthly wellness budget
Flexible, remote-first working, including $1K for home office equipment
