Description:
Provide software support for our clients by answering and responding professionally to urgent inbound tickets, chats, and calls, tracking them at various stages of completion
Work to identify the root cause of the clients’ problem, providing answers and solutions in a way that is easily understood, guiding promptly through the resolution while also delighting the customer
Be a support representative and consultant for various subjects related to the DrChrono platform, both the web and mobile application, iOS features, and Partner information.
Proactively identify clients experiencing repeated issues or requests that are not resolved to the clients’ satisfaction while identifying possible opportunities for escalation
Utilize internal tracking tools to manage issues between customers, sales, support, and engineering
Work cross-departmentally with multiple teams to find, analyze, and resolve client issues.
Represent the voice of the customer by gathering and sharing customer feedback about our products and service
Provide recommendations to your leadership team about how to improve customer experience
Work closely with the account management team to maintain a continuous knowledge of accounts.
Navigate through applications and company tools to research and resolve customer inquiries
Provide excellent customer care and focus; focusing on assessing the customers needs and provide the correct answer, path, troubleshooting, or method for an outstanding customer experience
Actively participate in developing the company knowledge base as well as improving team and customer resources by recognizing patterns of technical issues trends through customers’ outreach and recommendations for self-service articles
Strive to meet and go above personal and team targets and goals
Requirements:
3+ years in a genuine customer-facing, internal support, or customer service role
3+ years troubleshooting and or technical support experience
1+ years in a healthcare setting
Ability to manage a high volume of clients at any given time
Excellent time management, project management, and organizational skills
A positive and proactive approach to handling challenging situations
Exceptional listening skills, with attention to detail
Ability to prioritize tasks and carry out responsibilities with minimal direction
Ability to work with a multicultural and virtual team
Experience working directly with customers and the willingness to do what is right for customers, the company, and team members in all circumstances – strong customer focus and a high level of empathy.
Excellent problem solving and analytical skills
Outstanding oral and written communication skills (writing exercise will be requested as part of the interview process)
Ability to convey technical information to a general audience
Aptitude for learning new technologies quickly
Ability to understand and follow customer service procedures and policies and actively participate in continuously improving them
Experience and knowledge in Zendesk and Jira is a plus
Benefits:
Flexibility to work where/how you want within your country of employment in-office, remote, or hybrid
Robust health and wellness benefits, including an annual wellness stipend
401k with up to a 4% match and immediate vesting
Flexible and generous (FTO) time-off
Employee Stock Purchase Program
