Customer Care Specialist

October 1

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Therapy Brands

WebsiteLinkedInAll Job Openings

practice management software • electronic health records • revenue cycle management • patient engagement • clinical data capture

201 - 500

💰 Private Equity Round on 2018-07

Description

• The Customer Care Specialist is the first contact point for customers who reach out for support. • In this role, you are a subject matter expert in our products, and you're responsible for troubleshooting and resolving a range of customer issues requiring detailed systems and applications knowledge. • Customer contact could take many forms including phone calls, live chats, emails, tickets, etc. • Members of this team should be able to effectively resolve most customer support issues, but will work closely with other teams and departments to advocate on behalf of customers or work toward collaborative resolution. • Provide technical assistance and support for incoming queries via multiple channels; issues related to computer systems, software, and hardware. • Research, resolve, and respond to end-user issues/problems received via email, telephone, live chat, ticket or offshore escalations, and provide support on desktop systems. • Prioritize, answer, and implement creative solutions for customers. • Respond to email messages and answer calls from customers seeking help. • Ask clarifying questions to determine the nature of the problem and to be able to provide a solution. • Responsible for having extensive product and industry workflow knowledge. • Walk customers through problem-solving processes and consult on workflow best practices. • Collaborate with other Customer Care Specialist, Success and Services Professionals, Education Specialist, Engineering and Product resources. • Participate in testing of new and updated products and provide feedback. • Follow up with customers to ensure the issue has been resolved. • Log call/issue information for record keeping. • Meet and maintain productivity goals and expected satisfaction rating from customers. • Follow existing processes to document and report issues/feedback to the internal team. • Identify areas to enhance existing processes and workflows. • Serve as a liaison and advocate for our customers to the rest of the care team and company. • Foster a collaborative environment where customers feel cared for, respected, and heard. • Maximize customer satisfaction through timely and accurate resolution of customer inquiries/issues. • Agile working across Customer Experience spaces when needed, including Success, Services, and Implementation/Training. • Knowledge Base content creation and cultivation, special projects, customer communications, product and tooling integration and validation, etc. • Provide product training and act as mentors to offshore teams. • Work continuously to increase product knowledge by reviewing escalated cases on a weekly basis. • Create technical bulletins to serve as a job aid and expand the knowledge base for handling support issues. • Ensure customer and partner inquiries are responded to within established timeframes and customer care and technical support service levels are achieved. • Identify, prioritize, and resolve reported problems including data, account administration, desktop hardware/software, including application issues. • Responsible for maintaining and deploying systems via automated methods. • Infrequent/occasional travel may be required for initial training and/or annual meetings. • Other duties as assigned.

Requirements

• Excellence in written and verbal communication, as well as strong listening skills • Experience in a customer support role • Experience in help desk tools • Technology troubleshooting experience • Experience in all Microsoft Office tools • Experience working remotely and/or with distributed teams is a plus • Possesses strong customer relation skills • Ability to handle multiple priorities • Perform in an effective and timely manner all the tasks required • Work collaboratively with other departments (e.g., Development, Product, Sales) • Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts and drawing valid conclusions • Methodically resolve the more difficult and complex production issues reported by customers and partners • 1-5 years of experience in providing customer service • 1-5 years of technical support experience • 1-5 years experience in software support/SaaS • 1-3 years of experience working in a remote environment preferred