Customer Support Specialist - Remote

The Customer Support Specialist is responsible for learning and providing software application and technical assistance to our customers on a single product. This position plays a key role in our contact center by diagnosing, troubleshooting, and resolving application questions and issues, providing education to customers on functions and features, and properly escalating potential problems as applicable. Requires working in a team and being responsible for achieving defined goals. Requires the ability to communicate effectively with customers and coworkers regarding application/technical issues. This position can work from a remote location.

Duties and Responsibilities:

• Learn and provide to our external customer base exceptional and meaningful assistance on one of our product offerings via established channels (phone, e-mail, web portal and chat)
• Respond to client's application and system issues per our service level agreements
• Diagnose, troubleshoot, and resolve application, technical, and hardware issues
• Provide education to customers focused on functionality, features and best practices so they can become more self-sufficient
• Clearly and concisely document all correspondence and activities related to cases in CRM or other specified tools
• Properly escalate potential problems as needed to next tier, leadership, etc.
• Perform remote dial-in support to customers as needed
• Conduct/participate in scheduled conference calls with customers
• Adhere to established processes and workflows; specifically, as it relates to solidifying a positive experience with every customer interaction
• Manage customer case load with CRM (and other provided) tool(s) for maximum efficiency and visibility, with carefully executed follow-up to closure on open issues
• Proactively and appropriately share well thought out, constructive feedback and ideas to better the department and/or the company as a whole
• Participate in team, department and company meetings as scheduled
• Seek continuous product knowledge and industry knowledge
• Participate in training opportunities to continually increase solution knowledge
• Work to meet or exceed individual, department, and corporate goals and imperatives
• Work effectively and efficiently as an individual and within a team
• Work collaboratively with other departments to ensure organizational and customer success
• Work after hours on-call, late shift and weekends when scheduled

Skills Required:

• Technical-related Associate degree and/or 2 years of progressive experience within technical service/support role
• Excellent time management, resource organization and priority setting skills, and the ability to multi-task in a fast-paced environment

• Proven aptitude for learning complex software/hardware solutions
• Strong customer service skills
• Critical-thinking skills to proactively process and resolve challenges independently and with deliberate time management
• Strong written and verbal communication skills
• Ability to use sound decision-making in support of customer and business needs
• Self-motivated
• Collaborative mindset
• Solid troubleshooting and research skills that help resolve issues to drive customer outcomes
• Ability to stay calm in pressurized situations and coach customers through solving problems

Qualifications Required:

Every organization has a culture, whether they mean to or not, so why not be intentional about it?​

Together, if we shape our intentions, actions, and interactions around a common, purposeful culture, we are able to quickly achieve more, attract others who help realize our goals, and thrive in our professional relationships.

• Bachelor's Degree in Computer Science, IT or related field
• Basic knowledge/experience with the healthcare industry
• Basic knowledge in VMWare, SQL Server, SQL Query Language, Troubleshooting tools, Windows Servers and Desktops, Cloud Technologies

Pay: $40,000-50,000

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

Legal authorization to work in the U.S. is required. Effective January 2020, we will not sponsor individuals for employment visas, now or in the future, for this job opening. **Existing internal employees on immigration through symplr, please connect with the Talent Acquisition team directly.

About symplr:

As a leader in healthcare operations solutions, we empower healthcare organizations to navigate the complexities of integrating critical business operations. Our customers are at the heart of everything we do, and they rely on our mission-critical systems to drive better operations and better outcomes.

We are a remote-first company with employees working across the United States, India, and the Netherlands. Guided by values, we focus on teamwork, championing our customers, being rooted in action and outcomes, overcoming challenges, and leading through equality and integrity. Read more about symplr's culture and values at symplr.com/careers.

Perks & Benefits:

• Company Sponsored Medical, Dental & Vision
• Safe Harbor 401K with Employer Matching up to 5%, eligible upon hire with immediate vesting
• HSA Employer Contributions, Employer Paid Life, Short-term and Long-term Disability, and AD&D Insurance Plans
• Generous Time Off Plans, Volunteer Time Off, & 12 Paid Holidays
• Fully Paid Medical Leaves of Absence and Bonding Leaves for new parents
• Tuition Assistance & Continuing Education Reimbursement available
• Additional Employer-Paid Programs: Cleo Family Services, Care@Work Memberships, Headspace Memberships, LifeMart Discounts, and more!

symplr is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.

As an ongoing commitment to reasonably accommodate individuals with disabilities, symplr has established alternative methods to complete the application process. Disabled applicants needing assistance are encouraged to call 281.863.9500 if further assistance is required.

To all recruitment agencies: we do not accept resumes or partnership opportunities. Please do not forward resumes to symplr or any of our employees. We are not responsible for any fees related to unsolicited resumes.

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Salary : $40,000 - $0