Customer Success Associate (Level 1, SaaS)

THE ROLE: 

ScribePT is seeking a professional and detail oriented team member to join our Customer Success team as a Customer Success Level 1 Associate.

Successful candidates will have a strong customer service / helpdesk background, be well organized and an extremely strong communicator. The Customer Success Level 1 Associate will work directly with the Customer Success team through responsiveness, expert product knowledge, and engaged problem solving of customer-initiated support tickets. 

Responsibilities of this position include, but are not limited to, the following: 

• Become proficient using the ScribePT platform and leverage expert knowledge of technical issues versus user error to ensure customers have a delightful experience with the product
• Contribute to strong customer relationships by using positive and professional language, responding quickly to customer needs, and communicating feature requests to the broader team effectively
• Work closely with Customer Success and Operations teams to identify and escalate customer accounts when necessary
• Manage and triage support requests by performing the initial investigation, prioritizing requests correctly and consistently, consistently categorizing, EMR, Agent, and Issue Category, and taking corrective action
• Build trust and customer loyalty by maintaining a First Response Time of 10 minutes or less for high priority customers and 20 minutes or less for small and medium-sized customers
• Ensure accuracy of customer records by keeping Company/Contact information up to date

YOU: 

Friendly, professional, efficient, and resourceful with proven customer support or helpdesk experience. You can work in a fast-paced, lean environment as a team player and are eager to learn as new challenges arrive. You have the ability to identify and analyze a problem, communicate extremely well, and seek to understand how what you are doing fits into the broader commercial strategy. You like the idea of being part of a team that is growing with the AI and EMR markets

• 1-2 years of experience in a customer-facing support or helpdesk role, with proven, measurable results - preferably within a SaaS environment.
• Extremely strong written and verbal English
• Excellent interpersonal skills, including verbal and written communication 
• High energy, a positive attitude, and empathy, and this is infectious with internal team members and external stakeholders. 
• Capable of being onsite at our Alabang office
• Available during US EST hours 
• Technology experience and adept at learning new technologies (HubSpot or another CRM tool is a plus) 
• Experience with Hubspot and/or Freshdesk preferred
• PT/OT background or familiarity a plus but not required

Overall ability and attitude are more important than depth of experience. We're willing to be patient with someone with excellent aptitude and the energy to commit to our team.