Support Specialist I - Chat & Email

• Serve as the primary point of contact for all Members
• Provide exceptional customer service and maintain a CSAT score of 90 or above
• Answer inbound live chats and email as primary responsibility
• Respond to a variety of technical and non-technical inquiries as quickly and accurately as possible
• Stay in communication with each Member until youve resolved their issue while documenting the progress of the issue throughout
• Escalate issues to the next level of Support when appropriate
• Monitor and track support cases within Salesforce, WebPTs help desk and customer relationship management (CRM) system
• Maintain key performance goals such as response time, resolution rate, and quality assurance
• Provide feedback on, utilize, and contribute to the knowledgebase to facilitate quicker issue resolution
• Organize and prioritize caseload to meet SLAs and identify tickets in need of escalation
• Adhere to all confidentiality and compliance regulations, including HIPAA
• Reliable and punctual in reporting for work and taking designated breaks

What You Should Have to Qualify

• Two years of experience in a fast-paced help center or customer service environment or combination of degree and experience
• Technical aptitude and proven ability to use web browser, web applications, and other forms of technology
• Critical thinking skills; this job requires the ability to troubleshoot a variety of issues
• Communicate effectively through written text
• Be passionate about quality customer service
• Exude confidence
• Ability to navigate multiple web applications simultaneously, and be proficient with online meeting software and web conferencing tools
• Be able to take chats and respond to cases with a sense of urgency and high level of accuracy
• Be organized, ahead of schedule, communicative, and accountable
• Be solution driven for positive outcomes

Ideally, You Would Also Have These

• Experience working is a SaaS environment or with a similar EMR platform
• Five years Customer Service experience
• Medical admin or billing experience
• Help desk, troubleshooting, or call center experience