Tier 1

At RESTORE-Skills, we're driven by a mission to innovate and enhance care in skilled nursing facilities. We believe in the power of technology to transform healthcare, making it more integrated, efficient, and focused on patient well-being. Our culture thrives on collaboration, creativity, and a commitment to excellence. Join us if you're passionate about making a meaningful impact in healthcare and eager to be part of a team that values innovation, integrity, and inclusivity.

We foster an environment where every team member is valued, supported, and encouraged to contribute their unique ideas and talents. We believe that by working together, we can achieve our mission and create a brighter future for the seniors we serve.

About the Position

At RESTORE-Skills, we're not just a company; we're a movement. We're transforming how therapy and skill-building services are delivered across the healthcare continuum by harnessing the power of gamification. We're looking for a dedicated and enthusiastic Tier 1 Support Specialist to join our team, providing essential support to our customers and helping us change the world with exceptional care and service.

This is an entry-level hybrid position, with 3 days a week in the office. During your training and onboarding period, you’ll spend a bit more time with us in person to get up to speed. But don't worry, we value flexibility and your work-life balance too!

• Customer Interaction:
  • Respond to customer inquiries via phone, email, and chat with professionalism and empathy.
  • Deliver exceptional customer service by understanding and addressing customer needs promptly.
• Issue Identification and Resolution:
  • Diagnose and resolve basic technical issues or usage problems efficiently.
  • Guide customers through troubleshooting steps and provide clear instructions.
  • Escalate complex issues to Tier 2 or higher support levels when necessary, ensuring a seamless handoff.
• Documentation and Reporting:
  • Log all customer interactions and issues accurately in the company's ticketing system.
  • Maintain detailed records of customer interactions, issues, and resolutions.
  • Report recurring problems and customer feedback to higher support levels or management for continuous improvement.
• Knowledge Management:
  • Stay up-to-date with the latest product updates, features, and best practices.
  • Contribute to the knowledge base by documenting solutions and common issues.
  • Provide feedback to improve support resources and documentation.
• Customer Education and Training:
  • Assist customers with product setup and basic functionality.
  • Offer guidance on how to use specific features effectively.
  • Educate customers about best practices and product capabilities.
• Quality Assurance:
  • Ensure customer issues are resolved efficiently and to their satisfaction.
  • Monitor support metrics such as response time, resolution time, and customer satisfaction scores.
• Collaborate with other support team members and departments to resolve issues.
• Participate in team meetings and training sessions.
• Identify opportunities for improving support processes and customer experiences.
• Participate in ongoing training and professional development.

• Bachelor's Degree or equivalent SaaS experience
• Excellent communication skills, both written and verbal.
• Strong problem-solving skills and the ability to think analytically.
• Basic understanding of software applications and troubleshooting techniques.
• Ability to work effectively in a fast-paced environment and manage multiple tasks.
• Customer-focused mindset with a passion for delivering outstanding service.
• Prior experience in a customer support role is preferred but not required.

What We Offer:

This is an entry-level position with a salary that matches your experience. But that’s not all! We offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance. Enjoy competitive health insurance plans, retirement savings options, and flexible work arrangements that fit your lifestyle.

Physical Requirements:

• Be local to Cleveland, OH , or Tenafly, NJ
• A distraction-free work-from-home space for your remote days
• Prolonged periods of sitting at a desk and…