Customer Technical Support Specialist

3 hours ago

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Description

• About Claris Healthcare: • Claris Healthcare is a leading provider of innovative technology solutions in the healthcare industry. • Our flagship product, Claris Companion, is a comprehensive platform designed to improve the well-being and independence of seniors and individuals with chronic conditions. • Job Summary: • As a Customer Support Specialist at Claris Healthcare, with a focus on Claris Companion, you will play a crucial role in ensuring the satisfaction and success of our customers using this product. • Claris Companion is both a consumer tablet-based solution for helping older seniors stay connected with friends, family and caregivers, and a specialized healthcare solution designed to assist patients and caregivers in managing health-related tasks. • Your primary responsibility will be to provide technical assistance, diagnose and resolve customer issues, and deliver outstanding customer service related to Claris Companion. • Responsibilities: • Customer Support: Provide timely and efficient technical support to Claris Healthcare customers (seniors, family, and professional care providers) via phone, email, chat, and other communication channels. • Issue Resolution: Diagnose and troubleshoot technical issues specific to Claris Companion, including software and hardware components. Ability to analyze logs and find the the root cause of customer issues. • Product Knowledge: Develop an in-depth understanding of Claris Companion and all of its dependent third-party software tools to effectively assist customers in using the product. • Documentation: Accurately document customer interactions related to Claris Companion, including issue details, resolutions, and follow-up actions, in our support tracking system. • Customer Education: Assist customers in understanding and effectively using Claris Companion features and functionalities by providing clear instructions and guidance. • Collaboration: Collaborate with internal teams, including the Claris Companion development team, to escalate and resolve complex technical issues. • Continuous Learning: Stay updated on Claris Companion updates, new features, and industry trends to provide informed support and solutions. • Customer Feedback: Collect and report customer feedback specific to Claris Companion to contribute to product improvement. • Customer Satisfaction: Ensure a high level of customer satisfaction with Claris Companion by meeting or exceeding service level agreements (SLAs) and response times. • Adherence to Policies: Adhere to company policies and procedures while maintaining a high level of professionalism and confidentiality. • Quality Assurance: Participate in quality assurance activities to maintain and improve the overall quality of customer support for Claris Companion.

Requirements

• Bachelor's degree in a relevant field or equivalent work experience. • 5+ years experience in a technical support or customer service role, with a focus on healthcare or healthcare technology. • Strong troubleshooting and problem-solving skills, particularly related to Claris Companion. • Excellent communication skills, both written and verbal. • Proficiency in using support ticketing systems and customer relationship management (CRM) software. • Ability to work independently and in a team-oriented environment. • Empathetic and patient attitude towards customers. • Familiarity with Splunk and analyzing logs is a plus. • Familiarity working with healthcare IT level security and privacy is a benefit. • Familiarity with Android OS, Samsung Knox, and Zendesk a plus.

Benefits

• This position has a salary range of $65,000-70,000, depending on experience • Claris offers health benefit trust account. • If you are passionate about making a positive impact in the healthcare industry and possess the necessary experience in implementing projects at non-profit organizations that provide services to older adults, we invite you to join our dynamic team at Claris Healthcare.