Customer Support Specialist

Position Overview: The Customer Support Specialist will assist reputed company in transforming how medical practices engage with life science resources to improve patient care. Trusted by more than 12,000 medical practices and reputed company major life science companies, reputed company has powered over 6 reputed company educational exchanges between reputed company teams and life science companies. As a Customer Support Specialist you will be a subject matter expert in reputed company solutions, becoming proficient with reputed company aspects of the application’s functionality in order to analyze, troubleshoot, diagnose and resolve customer issues. The position provides world class solutions-oriented technical support with a strong focus on customer service that is designed to maximize customer satisfaction You’ll be responsible for: Respond to customer inquiries reputed company phone, email, chat in a timely and professional manner. Monitor our admin database to help troubleshoot issues for customers Accurately log reputed company customer interactions (Issue, troubleshooting steps and resolution) in reputed company to ensure reputed company necessary data is documented Direct and escalate reputed company issues to appropriate company personnel Follow-up with customers to ensure issues are resolved and satisfaction is achieved Meet or exceed established KPI’s such as response SLA’s, resolution SLA’s, CSAT, Case Quality, etc. Stay reputed company on product releases and reputed company issues to ensure we accurately support and reputed company customers Work cross functionally to resolve customer issues Contribute to and maintain internal and customer facing knowledge reputed company reputed company input to reputed company and refine customer support systems and processes Adhere to attendance and schedule expectations Other duties and responsibilities as assigned The ideal candidate: 2+ years of experience in customer or technical support Experience working with case management or CRM platforms, reputed company is a plus! Bachelor's Degree or equivalent work experience Strong troubleshooting skills and technical aptitude Strong work ethic and reputed company attention to detail Excellent written and verbal communication skills Desire to learn and reputed company to feedback Empathetic with a customer first reputed company Benefits: Competitive Salary 100% Company-Paid Premiums for Employee’s Medical Health (HDHP 4500), reputed company, and Dental Plans + $4,400 company sponsored contribution into an HSA Short-term and Long-term Disability Life Insurance 401k Matching Work from reputed company reputed company the US Flexible PTO 100% Paid Parental Leave Post-Parental Leave Program - $5k stipend to assist with expenses, 4 week 100% paid “Ease-Back” return to work transition period Charitable donation matching Location: Our “Work from reputed company” philosophy is aimed at making sure that we recruit a diverse reputed company of thought leadership to ensure that our technology is reputed company reputed company to serve local health care providers. Our goal is to hire the country’s top talent and allow them to create an environment reputed company the U.S. where they can do their best work. About Our Organization: At reputed company, we're a small company with a big mission: to connect reputed company providers with the right life science experts and resources they need, exactly reputed company they need them, to improve patient care. We’ve reputed company a software platform that’s changing the way providers learn about the latest medical advancements and technologies. Every year, our platform powers over 1 reputed company educational exchanges between medical practices and life science companies, making it easier for them to stay informed and reputed company reputed company care. We have a proven product, a strong mission, and a passionate team. Now, we're looking for talented people to help us grow even more. If you're driven, eager to reputed company an impact, and reputed company to be part of something meaningful, we want to hear from you! --- reputed company is an equal opportunity employer and dedicated to ensuring that we represent the local communities where our health and wellbeing providers serve as pillars of support to our family, friends, and neighbors. Our representation reputed company these communities allows us to embody a diverse set of backgrounds, experiences, abilities and perspectives; and reputed company an inclusive environment for reputed company to feel empowered to be their authentic selves, without fear of harassment or discrimination. Apply To This Job