Customer Success Specialist – Phone/Chat/Case Mgmt

We are focused on delivering technology and expertise to deliver better care and build a more profitable practice. We show practices how to improve the patient experience and connect with patients in the way they want to connect.

A SNAPSHOT OF YOUR ROLE

A Customer Success Specialist is not your typical person in a client-facing role. Our Customer Success Specialists rectify existing problems and troubleshoot potential problems, and while utilizing excellent, in-depth knowledge of company products. They are innovative, enthusiastic, and creative problem solvers with the knack for troubleshooting technology. In addition to troubleshooting, they will act with full ownership meaning they discuss the benefits our software offers to assist our clients with their practices. This position will contribute to the growth by interacting with medical and healthcare professionals, staff and administrators to train them on our technology. Providing exceptional support to new clients and on-going support and training to current clients is one of our three-fold objectives as a company.

DUTIES AND RESPONSIBILITIES

• Effectively respond to inbound client calls, chats and cases regarding client specific products while troubleshooting our software

• Act with determination and full ownership to resolve all cases with importance on first contact resolution

• Develop and understanding of client product knowledge, architecture, and solutions

• Demonstrate comprehensive product knowledge to support our clients in personalizing our service to their practice’s needs

• Exhibit a speed to success through effective troubleshooting

• Showcase the ability to resolve synchronization software functioning issues

• Responsible for managing cases and ensuring timely resolution of client concerns

• Provide expert advice to assist clients with the health of their business through using Solutionreach software

• Demonstrate drive for the success of our client’s practices

• Must be able to effectively problem solve intense software issues while utilizing tools for creative solutions and communicating to the client the steps taken to obtain the resolution

• Responsible for empowering and educating clients on self-help options by teaching customers how to effectively use the knowledgebase by searching and locating their answers together

• Effectively communicate with the client base via phone email and chat

A BIT ABOUT YOU

• Have at least 2+ years’ experience in the field of technology with additional client service experience

• Proficient and experienced in Windows workstation and server environments

• Strong communicator and social skills

• Familiar with one or more database types

• Able to troubleshoot, test, report, document, install and train on software

• Strong English written and verbal communication skills

• Tech savvy with an understanding of how medical practice needs can be better supported through technology 

PREFERRED QUALIFICATIONS

• Prior experience in the Saas industry

• Prior consultant experience in assisting customers to utilize software effectively

• Knowledge of Max OS workstations and server environments

• Command prompt and terminal command knowledge

• Other related medical software and/or technology experience

• Medical office experience working with PM/EMR/HER software on a day-to-day basis

• Prior case/account leadership

WHAT SUCCESS LOOKS LIKE

• High customer satisfaction.

• Achievement of pre-defined KPIs and SLAs.

• Excellent feedback from customers.