Salary: $17/hr
Work Set Up: Remote
Type of Contract: Full Time
BASIC JOB SUMMARY:
Your focus is on providing an exceptional customer experience while handling technical queries and complaints for our cloud-based healthcare solutions. We are looking for someone who can prioritize daily tasks to resolve customer problems, independently or with others, in a timely manner using various communication channels. To do well in this role you need to be able to remain calm while trouble-shooting simple to moderately complex system issues with customers. As well, a strong understanding of administrative tasks and workflows for long term care and medical facilities is key to your success.
Responsibilities:
Provide world class customer support demonstrating focus and empathy to clients who have problems administering, configuring, and using the application
Develop an in-depth understanding of our cloud-based software to support processes and patient care in long term care facilities
Facilitate the resolution of simple to moderately complex technical issues by way of log analysis, research, or problem recreation
Work cross-functionally within the team, to deliver quality, satisfaction, and resolutions to customers
Effectively use and search the knowledge base, occasionally contributing new or updated content
Meet or exceed established service delivery guidelines and key performance indicators
Thoroughly document problems via phone, email, chat, and web portal to accurately record the issue, investigative steps, and resolution using our help desk ticketing system
Be available to work rotating shifts between 8pm to 8am EST on weekdays with occasional scheduled overtime for weekends and holidays
What does it take:
Strong, demonstrable problem-solving skills
Probing Questions
Building Problem Statement
Understanding Customer Impact
Critical thinker that typically adheres to documented processes
Understand clinical business processes and practices within a long-term care or medical facility
Excellent communication skills, written and oral
Energized and motivated by a fast paced, dynamic, high demand working environment
Demonstrated ability to multi-task, prioritize, and manage customer expectations
A quick learner with acumen for software and technology
A patient and active listener who is detail-oriented and situationally aware
High level of customer focus and empathy
Familiarity with client software and terminology is an asset
Familiar with CRM systems and practices.
Operational
Represent client as the point of contact for all technical inquiries specifically on financial modules and their integration with our application platform.
Utilizing exceptional written and verbal communication skills in English, while supporting customers via the web, telephone, or email and demonstrating a high level of customer focus and empathy.
Meeting established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys, case-based activities, and schedule adherence.
Contributing to the knowledge base by authoring and editing articles to share current information with team members and customers. Performs basic customer service/support duties such as product inquiry, process assistance, etc.
Process Improvement
Opens and maintains customer accounts by recording account information; Keeps records of customer interactions, transactions, comments, and complaints.
Maintains a positive, empathetic, and professional attitude toward customers at all times; Acknowledges and resolves customer complaints.
Processes orders, forms, applications, and requests.
Employee Development
Obtains product mastery in order to respond to the customers’ concerns promptly and accordingly.
Stakeholder Satisfaction
Provides comprehensive and professional customer support to ensure customer satisfaction.
Team Interface
Communicates and coordinates with colleagues as necessary; Provides feedback on the efficiency of the customer service process.
QUALIFICATIONS:
University/College degree within a related discipline or equivalent work experience in Accounting, Finance, Medical Billing, Economics, Health Management, or a closely related field; undergraduates are welcome to apply
The ideal candidate will have 1+ years of previous experience working within a technical support environment specifically in the healthcare industry or financial industry
Experience with a case management SaaS Ops tool is an asset
Familiarity with client software is an asset
Experience using diagnostic tools to help resolve customer issues
Experience supporting and troubleshooting web-based software applications
Core Competencies
Customer Service/Focus
Communication skills
Investigative Mindset/Curiosity
Teamwork
Results-oriented
Disclaimer:
The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.
SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.