Client Support Specialist
New
J
JobgetherHealthcare software
Availability to work fully remotely from the United States, Eastern Time; Monday through Friday between 8:00 a.m. and 8:00 p.m. (first month: 9:00 a.m. to 6:00 p.m.)Full-Time
Salary21 - 22 USD per hour
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Job Details
- Required Skills
- Microsoft ExcelPowerPointTroubleshootingTechnical support
Requirements
- Previous experience in SaaS customer support, client services, technical support, or a related customer-facing role is preferred.
- Pharmacy Technician experience is valuable; a Pharmacy Technician license is preferred but not required.
- Strong troubleshooting and problem-solving skills, including diagnosing issues and guiding users over the phone.
- Strong verbal and written communication skills, including explaining technical concepts and software processes clearly.
- Interpersonal skills to establish trust with clients with varied communication styles, needs, and technical knowledge.
- A calm, professional, and empathetic approach to difficult conversations and time-sensitive support requests.
- Organizational skills and attention to detail to manage calls, support tickets, and follow-up tasks.
- Ability to work independently, learn new software applications quickly, and adapt to changing processes and priorities.
- Proficiency with Microsoft Office applications, including Word, Excel, and PowerPoint.
- Comfort using technology and willingness to adopt AI-enabled tools where appropriate.
- Availability to work remotely from the United States with a quiet, professional home office and reliable, high-speed internet.
- Availability for a nine-hour weekday shift, including a one-hour lunch, scheduled between 8:00 a.m. and 8:00 p.m. Eastern Time; during the first month, Monday through Friday, 9:00 a.m. to 6:00 p.m. Eastern Time.
- Flexibility for rotating weekends, holidays, and on-call shifts as needed.
- Willingness to travel for internal company retreats approximately twice per year.
Responsibilities
- Handle approximately 20–40 inbound support calls per day and support tickets from hospice organizations and pharmacies.
- Manage incoming calls, make outbound calls to welcome users, answer questions, and provide guidance and brief software training.
- Assist physicians with electronic prescribing setup and troubleshoot related questions or technical issues.
- Investigate client concerns, identify root causes, provide solutions, and ensure appropriate follow-up.
- Collaborate with Client Success Managers on client requests, satisfaction, and retention initiatives.
- Assist the Sales team with hospice-related research, information gathering, and projects.
- Create and update frequently asked questions, tutorials, and other client-facing Knowledge Center resources.
- Maintain accurate records of client interactions, issues, resolutions, and follow-up actions.
- Share recurring client questions and service challenges with internal teams and use software and AI-enabled resources responsibly.
- Support service-level targets and participate in training, rotating weekend coverage, holiday support, on-call shifts, and company retreats as required.
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