Customer Support Specialist I

Customer Support Specialist I at HealthEdge Software Inc in Boise, Idaho, United States Job Description 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 O3 To view full details and how to apply, please login or create a Job Seeker account