We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!We’re an award-winning global outsourcer providing contact center and back office services. As Customer Success Specialist, your role is integral in keeping our customers happy and contributing to the success of our organization.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 ROLEA 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 RESPONSIBILITIESEffectively respond to inbound client calls, chats and cases regarding client specific products while troubleshooting our softwareAct with determination and full ownership to resolve all cases with importance on first contact resolutionDevelop and understanding of client product knowledge, architecture, and solutionsDemonstrate comprehensive product knowledge to support our clients in personalizing our service to their practice’s needsExhibit a speed to success through effective troubleshootingShowcase the ability to resolve synchronization software functioning issuesResponsible for managing cases and ensuring timely resolution of client concernsProvide expert advice to assist clients with the health of their business through using Solutionreach softwareDemonstrate drive for the success of our client’s practicesMust 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 resolutionResponsible for empowering and educating clients on self-help options by teaching customers how to effectively use the knowledgebase by searching and locating their answers togetherEffectively communicate with the client base via phone email and chatA BIT ABOUT YOUHave at least 2+ years’ experience in the field of technology with additional client service experienceProficient and experienced in Windows workstation and server environmentsStrong communicator and social skillsFamiliar with one or more database typesAble to troubleshoot, test, report, document, install and train on softwareStrong English written and verbal communication skillsTech savvy with an understanding of how medical practice needs can be better supported through technologyPREFERRED QUALIFICATIONSPrior experience in the Saas industryPrior consultant experience in assisting customers to utilize software effectivelyKnowledge of Max OS workstations and server environmentsCommand prompt and terminal command knowledgeOther related medical software and/or technology experienceMedical office experience working with PM/EMR/HER software on a day-to-day basisPrior case/account leadershipWHAT SUCCESS LOOKS LIKEHigh customer satisfaction.Achievement of pre-defined KPIs and SLAs.Excellent feedback from customers.Join the A-Team and experience the A-Life!
