Customer Support Specialist

March 22

🤠 Texas – Remote

Although this job is listed in Texas, this company may be open to hiring remote in other states.

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

Apply Now

Receive Emails with Similar Jobs

Therapy Brands

WebsiteLinkedInAll Job Openings

Therapy Brands is a company that provides integrated, flexible practice management solutions tailored for mental and behavioral health professionals, including those in therapy, PT, OT, speech therapy, and more. The company offers comprehensive EHR and practice management systems designed to streamline workflows, improve user experience, and enhance clinical retention. Therapy Brands is committed to compliance with legal and security standards, offering secure and customizable solutions that cater to a variety of healthcare needs, especially focusing on mental health, substance use recovery, and applied behavior analysis. The company supports over 200,000 providers, providing tools like e-prescribing, billing, and scheduling to help practitioners spend more time with clients and less on administrative tasks.

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

201 - 500 employees

⚕️ Healthcare Insurance

💰 Private Equity Round on 2018-07

📋 Description

• The Customer Support 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. • 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 Specialists, Success and Services Professionals, Education Specialists, 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

• Exce ll e nce i n w ri tte n a n d v e r b a l c o m m u n ica ti o n , a s w e ll a s stro ng l ist en i ng s k i lls • 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 • P o ss e s s e s s tro n g c u s to m e r r el a ti o n s k ills • A b i l i t y to h a n d l e m u l ti p le p ri o ri ties • Perf o r m in an e ff ecti ve and ti m e l y m a n ner a ll the ta s k s r eq u i r ed • W o r k c o lla b o ra ti v el y w i th o ther de p a rt m en ts ( e . g ., De v el o pm e n t , P ro d u c t , Sa l e s ) • E x h i b i t a b o v e a v erage r ea s o n i n g a b i l i t y by c lea rl y d e fin i n g p ro b le m s , a n a l y zi n g da ta , e s ta b l ish i n g fac t s and d r a w i n g v a l i d c o n c l u s i o n s • Meth o d i c all y r e s o l v e the m o r e difficult a n d c o mp l e x p ro d u c ti o n i ssu e s re p o rt ed by c u s to m e rs a n d partn e r s