Customer Support Specialist I

Overview

Role Overview

As the primary contact for our end-users, the Customer Support Specialist provides outstanding service by answering questions, assisting with user onboarding, handling issues, and troubleshooting problems with our products and services. In addition to assisting our users, the Customer Support Specialist acts as a subject matter expert and liaison with internal teams to optimize service delivery, internal processes, and product improvements. This role sits within Customer Operations and reports to the Director of Customer Support. Success in this role is demonstrated by providing an unparalleled level of service to users, exhibiting deep product expertise, adherence to contractual service level agreements, and successfully meeting or exceeding team and individual performance metrics.

Your impact:
Provide exceptional service to users
Handle user inquiries via multiple channels (email, in/outbound calls, etc.) in a timely,
polite and professional manner
Listen to users; identify, research, and understand their needs; resolve user issues
Assist users with onboarding onto the mobile app
Ensure user needs are top priority and appropriately escalated when applicable
Recognize, document, and alert on trends
Serve as a product and service expert
Become an expert in our product and services and be comfortable walking others
through it
Represent the voice of users to provide feedback to internal teams helping to
improve overall experience
Support internal process improvements by making recommendations for
documentation, training and support materials
Achievement of performance and metrics
Adhere to department and company procedures, guidelines and policies
Meet or exceed individual/team performance metrics, user inquiry volumes, and
client contractual service level agreements
Achieve desired quality of service required by standard operating procedures and
help to identify potential risks as they emerge

What you bring:
Bachelor's degree or equivalent of 1-2 years of experience in a professional setting
Exceptional interpersonal communication skills (incl. verbal and written); strong phone skills
(diction, active listening, professional phone voice)
Strong problem-solving skills and the ability to think critically while working in a fast-paced
environment
High degree of technical proficiency with online tools and systems; familiarity with Google
Suite, Microsoft O365, and CRM systems, Zendesk and Salesforce are a plus
Strong time management skills, decision making skills, and organizational skills with
excellent attention-to-detail
Participate in on-call rotations (some holidays as assigned) to respond to urgent issues when
they arise; exhibit general flexibility to shift changes

Who you are:
Outgoing, friendly, and compassionate personality
Independently identifies end user needs/challenges through active listening and resolution;
building positive engagement through interaction
Strong professional behavior and demonstration of the company's core values of Tenacity,
Collaboration, and Humility
Data driven; demonstrates ability to identify strategy and actionable recommendations
"No task is too small" attitude, with a passion for service excellence, receptivity to learning
opportunities, and ability to identify areas for improvement

HealthEdge commits to building an environment and culture that supports the diverse representation of our teams. We aspire to have an inclusive workplace. We aspire to be a place where all employees have the opportunity to belong, make an impact and deliver excellent software and services to our customers.

Geographic Responsibility: While HealthEdge is located in Burlington, MA you may live anywhere in the US
Type of Employment: Full-time, permanent

Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

• The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

• Work across multiple time zones in a hybrid or remote work environment.

• Long periods of time sitting and/or standing in front of a computer using video technology.

• May require travel dependent on company needs.

The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required . HealthEdge reserves the right to modify , add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the Americans with Disabilities Act of 1990. Candidates may be required to go through a pre-employment criminal background check.

HealthEdge is an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities.

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