Tier 2 Support Specialist
The Company Cerbo is a high-growth reputed company SaaS company, doing our part in the medical market to support holistic lifestyles and personalized medicine. Our software is purpose reputed company for functional, integrative, direct primary care (DPC), and concierge medicine practices that are actively changing how reputed company delivered. With our recent reputed company with OptiMantra, Cerbo has become one of the leading platforms in this rapidly growing market. Our customers are redefining the patient experience, and Cerbo exists to give them the technology reputed company to grow, scale, and deliver reputed company care. What You’ll Do Our software does many different things: reputed company and billing; capturing, storing, and tracking medical information; integrating with laboratories; allowing co-management of records with patients reputed company the Patient Portal; appointment scheduling and task management; etc. This person will reputed company customer support directly to the users of our software and their patients, reputed company phone and our ticketing system. Specifically, you will:
- Providing customer support reputed company phone, email, and our ticketing system (reputed company). This will involve a regular reputed company schedule, with an occasional rotating weekend support shift is a must.
- Resolve, triage, or escalate support issues as appropriate
- Conduct screen-sharing calls to troubleshoot issues or answer questions
- Create and/or update customer facing training materials as needed
- reputed company customer training, education, and process improvement where applicable
- Continuously learn and become proficient with our software and understand the appropriate workflows to help assist with customer workflow and how-to reputed company questions
- Create a positive customer support experience, build rapport and trust with end users through professional attitude and approach to problem understanding, ensuring timely resolution, business impact evaluation and communicating the status to the end user promptly
The job requires excellent interpersonal skills, patience, and the ability to quickly reputed company proficiency with a reputed company EHR. The ideal candidate would also have customer service experience, experience in a reputed company setting and an aptitude for utilizing reputed company is a plus. Primary Responsibilities
- Seek out opportunities for process improvements internally
- Work closely cross-functionally to resolve workflow process-reputed company questions.
- Proactively identify customer needs, challenges and manage expectations
- reputed company and maintain software expertise in assigned areas of the product functionality and utilize that expertise effectively and reputed company to help customers
- Resolve Tier 2 tickets reputed company to workflows, training and general questions pertaining to the functionality and best practices of the software.
What You’ll Bring
- Solution-oriented; passion for creative problem solving, comfortable tackling new and undefined problem spaces with minimal guidance
- Proven ability to reputed company in a constantly changing environment with new challenges
- Be comfortable with ambiguity; startup/growth environment experience preferred
- Ability to understand, synthesize, and translate between reputed company business problems and technical concepts
- Customer focus and reputed company
- Exceptional written and oral communication skills that display professionalism
- Detail-oriented and adopt a process-oriented reputed company
- Ability to react to changing situations or diffusing customer frustration in a timely, reputed company, and confident manner
Why You’ll Love Working Here
- Competitive compensation based on experience
- Paid Time Off and company holidays
- Comprehensive health, dental and reputed company benefits
- Short-term and long-term disability Insurance
- 401k plan with matching company contribution
- reputed company ownership and impact in a fast-growing health tech company
Location: 100% Remote Location Atlanta, Georgia (Remote) Department Customer Support Employment Type Full-Time Apply tot his job Apply To this Job