Summary of Role:
In this position you would be responsible for assisting customers by providing product and service information, resolving issues and driving further product usage. This position will report directly to the Manager of Customer Care.
Knowledge, Skills, Abilities:
Ability to pay close attention to detail
Strong communication skills with exceptional phone etiquette
Ability to work well both independently and within a team
Exceptional time management skills
Customer first mindset with a focus on quality
Experience supporting Software as a Service
Tech savvy, ability to learn new software products quickly
Action oriented problem solver
Displays initiative to resolve issues, working cross functionally to take care of clients needs
Displays a proficiency with supporting all Medfusion products
Serve as first line of support for customers by answering incoming calls and responding to support tickets and chats.
Receive, research, resolve, and document client support issues while maintaining established service level agreements.
Follow up with customers to ensure resolution.
Contribute to customer facing knowledge base by authoring and maintaining articles.
Document all client activity in a timely fashion.
Recommend potential product enhancements or services to management by collecting voice of customer.
Maintain an up-to-date knowledge of all products.
Prepares reports as needed by collecting and analyzing customer information.
Respond to inquiries from management and department head regarding support issues as needed.
Participate in the development plans and QA of product releases as assigned.
Other related duties as assigned.
Hours of operation may include after business hours and weekend work, as needed to provide customer coverage
Four-year Bachelors degree preferred
Minimum one year of proven, customer service experience
Healthcare or Healthcare information technology knowledge a plus
Shift Work either 8:00AM 5:00PM or 11:00AM-8:00PM