EverCheck
Description
About the company: CE Broker and EverCheck are sister brands under one umbrella. CE Broker tracks continuing education for over 4 million licensed professionals across 180+ regulatory boards. EverCheck’s software reduces administrative burden for 400+ hospital networks in the US. Altogether our team is made up of about 300 employees.
This Customer Support Specialist position will focus solely on EverCheck’s products and is designed to be a 6-month, contract-to-hire remote position, available to qualified candidates located anywhere within the United States. Hours for the position will be 8am-5pm EST.
Position Description:
Customer Support Specialists are perfectly positioned to learn the details of our products, the needs of our customers, and how each department impacts company success, which allows them a wide variety of ways to grow personally and professionally.
The Customer Support Specialist position is vital in the ongoing support of existing client accounts and providing WOW Customer Service to their employees, including identifying issues, recommending solutions, offering workarounds and/or fixes for problems and educating our product users.
The majority of this position’s time will be dedicated to interfacing with our customers via email, live chat and impromptu phone calls You’ll also become an expert in our product who’s able to troubleshoot potential issues, document customer feedback, and collaborate with other teams such as Client Success, Product, and Quality Assurance to ensure the voice of our customers is elevated. The ideal candidate will be a self-starter with a passion for excellent client service and a mind for creative problem solving.
Day-to-Day Responsibilities:
- Provide WOW Customer Service, including troubleshooting, to our clients through unscripted conversations via chat, email, and phone calls.
- Assist internal team members with troubleshooting and product education.
- Document customer feedback and make data-driven recommendations for our product team.
- Review accounts to help our healthcare partners keep their data clean, and problem-solve along with the EverCheck Quality Assurance Team.
- Maintain detailed product knowledge to engage in customer education.
Requirements
What You Bring To The Team:
- Experience and comfortability communicating via phone, chat, and email with customers in a professional manner.
- 1-2 years of experience performing technical troubleshooting.
- Ability to reliably work 8am-5pm EST M-F
- Willingness to commit to a 6-month contract (with the possibility of permanent hire once the term is complete)
- Ability to focus, maintain a positive attitude, exercise active listening skills, and problem-solve under the pressure of a fast-paced environment.
- Solid time management, organizational, and prioritization skills.
- A passion for technology, excellent customer care, and continuous learning.
- Proficiency in the Microsoft Office Suite.
- A demonstrated history of pursuing of growth and learning: amply experienced candidates with both traditional and non-traditional educational histories will considered.
- Energy and enthusiasm – we want to work with people who are as excited about life as we are!
Benefits
- Wellness benefits – we’ll help you pay for fitness endeavors and organic produce delivery services.
- Professional development allowance – we’ll pave the way for you to actively pursue growth and learning.
- Flexibility for balancing life and work, as well as ample PTO and paid time off for volunteering
- 401K with company matching.
- Employees choose from HSA, FSA and traditional insurance options available for medical, dental, and vision coverage.
This full-time, temporary position is scheduled to work 40 hours per week, M-F unless otherwise required by project activities. The target pay range for this role is $18-23 hourly, commensurate with experience and geographic location market value and accompanied by our full benefits package.