What are the responsibilities and job description for the Customer Support Specialist position at qgenda?
Who We Are
QGenda is redefining healthcare workforce management everywhere care is delivered. We're on a mission to empower the healthcare industry to better onboarding, deploy, and manage their workforce. Over 4,500 healthcare organizations have trusted us to help them make strategic workforce decisions through our unified software platform. With more than 700 employees across the US, we are united in our vision and culture to make a difference for our customers, while enjoying the day-to-day.
At QGenda, we value our employees and their contributions toward the success of the business. We strive to create a dynamic work environment that fosters growth, innovation, and collaboration, where employees can be proud of the work they do and the impact it has on the healthcare industry.
QGenda is headquartered in Atlanta.
To learn more about QGenda, visit us at qgenda.com or follow us on Instagram or LinkedIn.
About Your Role
As a Customer Support Specialist, you will provide an exceptional support experience for QGenda's customers by delivering our industry-leading best practices. You will work closely with members from across the greater Customer Experience organization to provide creative solutions to support requests and project-based assignments involving the QGenda application, aligning to our unified targeted business outcome.
How You’ll Make an Impact
- Maintain a professional and positive attitude in all customer and company interactions, both internal and external
- Collaborate with members of the CX organization, when necessary, to complete project based assignments within defined time frames and/or meeting identified deadlines
- Set and manage appropriate customer expectations around resolution and response times, adhering to established service-level agreements (SLAs)
- Deliver high customer satisfaction and low customer effort by providing solutions to issues in a timely fashion, escalating to senior team members as necessary
- Hold high degree of functional knowledge of QGenda solutions
- Ensure timely and accurate tracking of time, cases, projects, contacts and accounts within designated systems, following QGenda best practices
Who You Are
- Excellent case management and time management skills
- Strong written and verbal communication skills
- Detail-oriented — ability to complete assignments and maintain communication with a high degree of accuracy and timeliness
Experience You Bring
- High School Diploma / GED required; Associates / Bachelors Degree preferred, or equivalent industry experience in customer service or tech support
- Ability to follow protocols and policies as defined by QGenda and CX Leadership
Not Required, But Nice to Have
- Computer programming skills or previous technical support experience
#LI-Hybrid
Applicants for this position must be authorized to work for any employer in the United States(U.S.), including being located in the US. We are unable to sponsor, take over sponsorship of, or hire candidates with an employment visa at this time.
What’s In It For You
We offer a comprehensive total rewards package to support our full-time employees and their family’s day-to-day needs, well-being and major life events, which includes:
- Fully company-paid options for medical (both in-person and virtual), dental and vision insurance
- Generous paid time off (PTO) policy to enjoy periods of uninterrupted rest and relaxation for a healthy work/life balance
- Paid parental leave for birth, adoption or permanent placement
- 401(k) with company match
- Options to work in a hybrid-working model or remotely from home, depending on the position
- Annual Costco membership, cell phone stipend, commuter benefits, in-office perks and more
QGenda delivers technology solutions to improve how healthcare is delivered and increase access - for everyone. We can only succeed by bringing together diverse minds, thoughts, ideas and team members to create better solutions for our customers and make us a better company as a whole. We are committed to creating a culture of embracing diversity, inclusion and equity for all.
QGenda is an Equal Employment Opportunity employer and makes all employment decisions without regard to race, color, religion, creed, gender, sex (including pregnancy), sexual orientation, gender identity or expression, natural origin, ancestry, age, marital status, disability or genetic information, military status, status as a disabled or protected veteran or any other protected status under applicable law.
If you require accommodations or assistance to complete the online application process, please contact recruiting@qgenda.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. We will respond to your email promptly.
