Customer Service and Support Specialist

Description:
• Provide software support for our clients by answering and responding professionally to urgent inbound tickets, chats, and calls, tracking them at various stages of completion
• Work to identify the root cause of the clients' problem, providing answers and solutions in a way that is easily understood, guiding promptly through the resolution while also delighting the customer
• Be a support representative and consultant for various subjects related to the DrChrono platform, both the web and mobile application, iOS features, and Partner information.
• Proactively identify clients experiencing repeated issues or requests that are not resolved to the clients' satisfaction while identifying possible opportunities for escalation
• Utilize internal tracking tools to manage issues between customers, sales, support, and engineering
• Work cross-departmentally with multiple teams to find, analyze, and resolve client issues.
• Represent the voice of the customer by gathering and sharing customer feedback about our products and service
• Provide recommendations to your leadership team about how to improve customer experience
• Work closely with the account management team to maintain a continuous knowledge of accounts.
• Navigate through applications and company tools to research and resolve customer inquiries
• Provide excellent customer care and focus; focusing on assessing the customers’ needs and provide the correct answer, path, troubleshooting, or method for an outstanding customer experience
• Actively participate in developing the company knowledge base as well as improving team and customer resources by recognizing patterns of technical issues trends through customers' outreach and recommendations for self-service articles
• Strive to meet and go above personal and team targets and goals

Requirements: • 3+ years in a genuine customer-facing, internal support, or customer service role • 3+ years troubleshooting and or technical support experience • 1+ years in a healthcare setting • Ability to manage a high volume of clients at any given time • Excellent time management, project management, and organizational skills • A positive and proactive approach to handling challenging situations • Exceptional listening skills, with attention to detail • Ability to prioritize tasks and carry out responsibilities with minimal direction • Ability to work with a multicultural and virtual team • Experience working directly with customers and the willingness to do what is right for customers, the company, and team members in all circumstances - strong customer focus and a high level of empathy. • Excellent problem solving and analytical skills • Outstanding oral and written communication skills (writing exercise will be requested as part of the interview process) • Ability to convey technical information to a general audience • Aptitude for learning new technologies quickly • Ability to understand and follow customer service procedures and policies and actively participate in continuously improving them • Experience and knowledge in Zendesk and Jira is a plus

Benefits:
• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
• Robust health and wellness benefits, including an annual wellness stipend
• 401k with up to a 4% match and immediate vesting
• Flexible and generous (FTO) time-off
• Employee Stock Purchase Program

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