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!

Position Description

Customer Support Associate

Manila, Philippines

Reporting to: Team Leader

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 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.

Join the A-Team and experience the A-Life!

Customer Success Specialist Phone/Chat/Case Mgmt