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Job Mission:

The job of our Client Success & Support team is to proactively create an environment where our clients & partners achieve success. Specifically your mission as a Customer Support Analyst is to establish trust & partnership with our end users by helping to solve their issues in a timely, professional & effective manner. 

The outcomes were looking for

  1. Provide thorough solutions & develop trusting partnerships with our clients
    1. Answer calls, emails & chats from our users with a strong focus on timely & thorough resolution of issues that meet the needs of our client & leave them feeling supported by our team 
    2. Recognize patterns & escalate all high priority problems
    3. Coordinate the resolution of issues primarily between Client Success, Operations & Product
    4. Achieve a high level of client satisfaction & retro on unsatisfied responses to improve in the future
  2. Develop a strong understanding of credentialing process, as well as our platform & services, in order to support our clients & internal team
  3. Automate support tasks by building template responses & tagging solutions with key search terms
  4. Make andros better by working cross-functionally to quickly solve trending issues with Operations & Product
    1. Proactively identify changes we can make to our platform or process to make our clients' journey easier
  5. Publish content that helps clients self-service their own needs 
    1. Build & maintain a knowledge base of client-facing training materials 
    2. Work closely with Product to update knowledge base material for new features at release


Competencies Required

  1. Client-centric mindset:
    1. Focuses on putting the clients needs first when resolving issues & ensuring their needs are being met
    2. Know when to escalate a client inquiry to management
  2. Expert communicator:
    1. Excellent written & verbal communication skills, combined with the ability to communicate with users at all levels & varying ability, internally & externally.  Connects well with clients & can adjust to the clients needs with ease & flexibility
  3. Professionalism:
    1. Your confidence & professionalism should come through over email, chat & phone & when working with internal teams & clients
    2. Ability to develop trusting relationships with our end users & team through ownership, integrity & consistency
  4. Organizational skills: 
    1. Ability to organize, prioritize, & manage time & tasks effectively
  5. Detail oriented:
    1. Have an investigative curiosity & root cause analysis skills
    2. Will not stop advocating for the client until a high quality response/resolution is provided

Requirements & Qualifications

  1. The ideal candidate will have a 2+ years background in Healthcare IT, SaaS space where he/she has worked on a support team
  2. Bachelors Degree or higher


Please apply directly via our website

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