Original listing text, shown exactly as published by the company.
The Role
Our expectation of this role is that you assist our clients via our email support channel and quickly establish yourself as a key contributor within 3-6 months.
Key Responsibilities
- Respond to customer questions and requests via email using our help desk platform to help them find solutions to their inquiries in an accurate and efficient manner
- Triage tickets, perform escalations to appropriate teams, and provide all necessary details to ensure the teams are equipped to assist the customer
- Support engineering ticket creation, review and prioritization
- Develop and maintain a deep understanding of our product offerings to effectively respond to incoming customer inquiries across our single-channel support system
- Promote customer satisfaction and loyalty by understanding each customer’s unique (and evolving) needs, delivering value, and exceeding expectations
- Improve and advocate for customer experience by identifying opportunities to enhance our product and service features
Minimum Requirements
- 3+ years of relevant experience in customer-facing role
- Experience in a clinical position in a healthcare environment (physical therapist, therapist assistant, rehab technician, etc.
- Must have a highly analytical mindset and with superior ability to troubleshoot/test use cases and issues in software
- Proactive, self-motivated and self-directed, with the ability to learn quickly and autonomously
- Exceptional written communication skill
Preferred (Nice-to-have) Qualifications
- Prior startup and/or B2B SaaS technology organization experience
- Experience in any function of clinical development or medical billing operations
- Preferred Excel experience
