Client Support Representative

Responsibilities

• Provide front-line technical support to clients and internal stakeholders via phone, email, and chat.
• Manage client requests and assigned projects to successful completion.
• Assist client/clinical staff/peers with application training and proper use.
• Correctly identify and investigate application issues, research answers to guide clients through corrective steps, and follow escalation processes diligently to support service level agreements.
• Build trusted and reputable working relationships with clients and internal teams.
• Continuously seek opportunities to improve the client experience and support processes.
• Utilize CRM (Salesforce) for documentation, client communication, and ticket resolution/tracking.
• Collaborate with peers and cross-functional teams to resolve complex or escalated issues.
• Troubleshoot user-reported software issues by leveraging documentation, internal tools, and curiosity-driven problem-solving.
• Meet or exceed individual and team performance metrics, including response time, resolution rates, and client satisfaction scores.
• Ability to work into a rotating shift for nights/weekends/holidays as needed, including participation in an on-call schedule.
• Demonstrate ownership of time management and prioritize tasks in a fast-paced, client obsessed environment.
• Other duties as assigned.

• High school diploma or equivalent.
• One year of customer service experience.
• Proficiency in Microsoft Office ("Word, Outlook, Excel, and PowerPoint").
• Possess basic computer skills - including but not limited to computer hardware, software, and operating systems.
• Proficient with troubleshooting common technical issues (e.g., login problems, browser settings, application errors); eager to dig into details and uncover root causes.
• Ability to utilize a case management tool to document and log incidents, solutions, and client interactions.
• Strong verbal and written communication skills with the ability to provide and explain technical concepts, guide and instruct in a user-friendly manner.
• Proven ability to take initiative, work independently, and proactively solve problems using available resources.
• Excellent organizational skills with a focus on accuracy, consistency, and follow-through.
• Previous experience in a technical support or help desk role, preferably in healthcare or SaaS is preferred.
• Demonstrated proficiency in managing multiple screens and software.

Demonstrates proficiency in technical support, client communication, and problem-solving within a fast-paced environment. Capable of utilizing CRM tools and managing multiple tasks while maintaining high client satisfaction.