Customer Support Specialist

Posted about 23 hours agoViewed

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💎 Seniority level: Junior, 2+ years

📍 Location: Canada

🔍 Industry: Health-Tech

🏢 Company: Practice Better👥 51-100💰 $13,000,000 Debt Financing 3 months agoInformation Services Health Care Software

🗣️ Languages: English

⏳ Experience: 2+ years

🪄 Skills: Communication SkillsProblem SolvingCustomer serviceWritten communicationExcellent communication skillsTroubleshootingTechnical supportCustomer supportSaaS

Requirements:

2+ years experience in a customer support role in a SaaS environment
Excellent written, oral, and communication skills in English
Tech-savvy, work with customers to easily solve questions (technical and non-technical)
Experience in a customer support role in the Health and Wellness, Health-Tech Industry is a bonus
Experience with Live-Chat support is preferred

Responsibilities:

Resolve product or service problems by clarifying the customer's need; determining the cause of the problem; selecting and explaining the best solution to solve the problem; following up to ensure resolution
Perform a full range of customer service tasks to support users, including training users on the functionality of the Practice Better platform
Develop and maintain in-depth product knowledge and an ability to educate users about how best to use features and implement Practice Better to reach their goals
Assist in developing support materials such as help articles
Identify and assess customers’ needs to achieve satisfaction and customer retention
Collect feedback from users, analyze competing products and share suggestions with the development team
Share/log user requests and suggestions with the development team
Meet personal/team KPIs by way of CSAT and response times

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