Customer Support Specialist

Customer Support Specialist

We are an industry-leading, cloud-based software solution used by healthcare organizations to achieve their practitioner credentialing, privileging, and performance management goals. We have several thousand customers worldwide; ranging from small community hospitals to large health systems. We continue to experience healthy growth due to our innovative, user-friendly and competitive solutions and remain industry-leading due to our incredible team of professionals with similar goals!

We are known for our Customer Service, Software Implementation, Customer Training and of course our offered variety of Credentialing and Healthcare Quality product modules and solutions. We are seeking qualified, energetic and result-oriented team members to join our current team. Ideal candidates should be people looking for a long-term position in a stable company. You will be involved in cloud computing, software as a service (SaaS), data analytics, compliance, data exchange and customer support/service and we want you to feel as passionate about these things as we are!

We're looking for positive-energetic, professional, motivated and reliable team members to join our wonderful team! As a Customer Support Specialist, you will be at the heart of the customer experience and we want you to feel inspired by your role and team, so your clients feel inspired by you and our solutions! Someone successful in this role is self-motivated, resourceful, and has the ability to sustain a high level of energy, focus, and professionalism, while providing a personal experience to our customers.

Customer Support Specialists are responsible for advocating for and supporting clients via timely, accurate and professional communication methods. Qualified individuals should have the ability to multitask – concisely documenting tickets while on an active phone call, as well as the ability to quickly comprehend a client's inquiry and respond appropriately. They are required to achieve and maintain deep product knowledge, possess the ability to properly prioritize a ticket queue and accurately document and report issues to internal technical teams.

Responsibilities + Skills

• Excellent written communications, positive verbal energy/phone presence, and reliable with follow through - all in effort to respond quickly and accurately to client inquires (via telephone and email) and/or with other departments to assess client needs
• The ability to multi-task or task-switch efficiently in effort to prioritize and manage a ticket queue – this includes concisely documenting tickets (illustrating the reason for a client's inquiry as well as the current progress of the ticket's resolution) while on an active phone call or in between phone calls
• The ability to understand and take action based on the needs of different inquiry types (problems, questions, etc.), ticket priorities (urgent, high, normal, etc.) and on varying ASM products/modules
• A quick and/or communicative learner to ensure solid product comprehension and product knowledge
• The ability to self-assess current workload and either self-adjust or communicate effectively with management to prioritize the needs of the customer
• Strong comprehension skills to effectively document concise descriptions of questions, issues or full issue-to-resolution summaries on all tickets.
• Strong troubleshoot skills to accurately assess and escalate issues suspected to be related to software function and/or performance and effectively escalate to internal technical teams
• The ability to adapt to new processes and workflow adjustments to ensure a successful team and client experience
• Strong knowledge of standard operating systems, Microsoft Suite (Word, Excel, etc.), Adobe PDF, ticketing software (desirable), etc.

Desirable Experience and Education

• 2+ years in a Customer Service role or Call Center environment
• Knowledge of relational databases
• Medical Staff Services experience (not required)
• CPCS and/or CPMSM desired (not required)

Role Details and Benefits

• Full-Time In-Office Position
• Monday through Friday
• Probationary Period Shift: 8:30am to 5:00pm – first 90 days
• Permanent Shift Options (after…