Description

• Answers calls, chats, emails and/or works on cases either created by the office or auto-created for sync downs.
• Provides detailed notes and concise descriptions of resolutions.
• Follow up on Jira tickets.
• Provides regular updates to clients on their cases.
• Assists coworkers as needed.
• Creating loyalty to Solutionreach brand and products and passing leads to our Product Specialist (Upsells).

Requirements

 What will I need to thrive in this role?

• 2 years experience in customer service with proven track record of success in a customer facing inbound technical support role.
• Be proficient and experienced in Windows workstation and server environments, knowledge of Mac OS workstation and server environments a plus.
• Command prompt and terminal command knowledge a plus.
• Familiarity with MS SQL, MySQL, and other common database platforms.
• Familiarity with ODBC creation and driver installation.
• Have experience working for a medical PM/EMR/HER software company a plus; or have medical office experience working with PM/EMR/HER software on a day-to- day basis; or have other related medical software and/or technology experience.
• Has the ability to troubleshoot, test, report, document, install, and train on software.
• Is a creative, innovative thinker with a proven track record of turning insight into action.
• Has exceptional written and verbal communication skills.
• Places high value on customer service, working with both internal and external customers.
• Has excellent problem solving ability and interpersonal savvy.
• Is adaptable, responsible, and dependable.

What does high performance look like?

• You consistently embody the tenets of our Credo: Team Members First, Communicate Clearly, Fearlessly Lead and Evolve, Bring Our Best Selves.
• You explode with a “Customer Are Important” attitude and live our Service Philosophy.
• You respond promptly to all cases from individual offices.
• You deliver value by educating and empowering customers on the use of Solutionreach.
• You are self-directed and self-motivated

What is my potential for career growth?

This role will have opportunities to move into more senior roles with a planned level progression process that will allow you to move through levels at your own pace and learning. How soon it happens is completely up to you and how hard you go after it. The team members who advance quickly are coachable. Transforming healthcare is personal to them. They do what it takes to get the job done and don’t give up easily. Literally no job is beneath them. They don’t expect others around them to adjust to their needs, but they take it upon themselves to make the changes they want to see. 

What is the team like?

You will work very closely with the Solutionreach customers. Our team members are located across the globe and we build friendships with them with fun activities, Slack channels. We’re a variety of personalities with a common goal of doing whatever we can for our customers. Your leader takes the time to know and understand your needs to ensure you and your team are always improving and never stagnant. This is a collaborative group where your input and ideas are not only welcomed, but encouraged. 

Sounds great. What else do I need to know? 

• Fast Evolution: Solutionreach evolves quickly and constantly to succeed as a business. This means sometimes you have to switch gears halfway through a project, solve problems with minimal information, and roll with the punches. 
• Big Goals: We have a mission to transform healthcare, and you impact that directly. We demand high execution and strong results. You will want to work smart and do what it takes to get things done. 
• Non-stop Learning: We care about personal development and have a culture of feedback, so your manager or team may have to tell you things that are difficult to hear and vice versa.
• Differences: The last thing we want is hiring people who are just like us. This means you will work with others that you may not immediately click with or sometimes disagree with. That's not a bad thing. Be curious and compassionate. Be willing to change your mind. That's belonging in its true form: celebrating and finding genuine value in our differences.

Is this a permanently remote position? Yes! Solutionreach is a Virtual First company with teams working across North America. Minimal travel to cooperate headquarters in Lehi, Utah. 

What is the selection process?

• A phone call with P&C, our version of HR
• A video interview with the Team Lead Bryce Harper
• A video interview with Nicky Phillips

Solutionreach, Inc. is an equal opportunity employer and E-verify participant. We welcome and encourage diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other characteristics protected by law.