About Us
Our culture is built on passion, innovation, and transparency. We support each other unequivocally and we value strong communication, which stems from our love for our work, our clients, and our people.
We cultivate an environment that promotes collaboration, taking ownership, and ensuring voices are heard at every level. We believe in enabling innovative self-starters who are passionate about making a positive impact on healthcare administration. We foster continuous growth through our learning & development programs and our commitment to creating a diverse and inclusive culture.
Mission:
The mission of the Product Support Specialist is to provide exceptional frontline support for clients by resolving standard and moderately complex issues, ensuring SLA compliance, and empowering clients to use products effectively. This role will serve as the first point of contact for clients, triaging inquiries and collaborating with other team members to ensure a seamless support experience.
Outcomes:
- Client Support:
- Resolve client inquiries related to product usage, configuration, and troubleshooting within agreed SLA timelines.
- Maintain adherence to SLA timelines and escalate risks to Tier 3 when necessary.
- Proactively identify opportunities to educate clients on product features to minimize recurring issues and improve satisfaction.
- Empower clients by providing tailored guidance, ensuring they can use the product confidently to meet their goals.
- Contribute to a measurable increase in client retention rates by delivering excellent support experiences
- Ticket Management and Documentation:
- Maintain meticulous documentation of all client interactions, resolutions, and escalations in the ticketing system to ensure transparency and continuity
- Regularly contribute to and refine the knowledge base with clear, actionable content, including FAQs, guides, and troubleshooting steps
- Achieve a consistent reduction in first-response and resolution times, enhancing overall team efficiency
- Collaboration:
- Partner with the Technical Product Support Specialist to resolve escalated and technically complex issues, acting as a bridge between clients and internal teams
- Provide insights on client pain points, feature requests, and recurring issues to improve support strategies and processes
Role-Specific Competencies:
- Problem-Solving: Ability to quickly diagnose and resolve client issues.
- Adaptability: Thrive in a fast-paced environment and adjust to changing priorities.
- Collaboration: Work well with teammates to escalate and resolve issues efficiently.
- Proactive Approach: Identify patterns in client inquiries and suggest improvements.
- Empathy: Understand and address client frustrations with patience and care.
- Attention to Detail: Ensure accurate documentation and follow-through on tickets.
- Time Management: Effectively prioritize tasks to meet SLA timelines.
Desired Qualifications:
- 2+ years of experience in a support or customer-facing role in a tech or SaaS company
- Familiarity with ticketing systems and SLA management
- Proven ability to resolve customer issues with a balance of technical troubleshooting and empathetic communication
- Strong troubleshooting skills and the ability to resolve technical inquiries efficiently
- Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users
- Familiarity with collaboration tools like Google Workspace, and Slack
- Proficiency in ticketing and CRM systems (e.g., Salesforce, Jira, Zendesk)
Salary Range:
$55,000-$63,000