Ambiki’s Customer Support Analyst is responsible for improving the experience and assisting in onboarding processes for customers who use our practice platform for SLPs, OTs and PTs. The main objectives of this role include building strong relationships with customers, increasing customer satisfaction, applying knowledge of how to use the product, and assisting in creating a smooth onboarding experience for all customers. Primary day to day responsibilities include problem solving, documenting user support and feedback messages, assisting in onboarding processes such as billing, custom form creation, and typical setup, and assisting the Quality Assurance team as needed.

This person will act as the first point of contact for our customers and as a liaison between customers and our technology team to help prioritize and resolve questions and technical issues. They will perform independent analysis, evaluate root cause, and determine solutions or escalate as needed. The Customer Support Specialist will maintain up-to-date documentation for resolutions, support resources and related projects. Additionally, they may assist in creating learning tools and resources for our current teammates for training on our in-house tech platforms. 

Essential Functions: 

• Monitor and respond to Ambiki Support/Feedback messages or assign as needed.
• Assist in building an AI-based Ambiki solution center for internal and external customers. 
• Create and train users on custom documentation tools and other customizable areas of the product.
• Identify and document common usability difficulties to find solutions with Quality Assurance team.
• Assist in creation of knowledgebase documents (How-Tos, FAQs, Training Videos). 
• Assist in building an AI-based Ambiki solution center for internal and external customers.
• Collaborate with teammates and provide clinical input and expertise to improve Ambiki for users.
• Attend all weekly team meetings and companywide presentations.
• Maintain a deep understanding of Ambiki, feature releases, vision, and roadmap plans. 

Essential skills and abilities: 

• Use software systems such as Asana, Hubspot and agile project management philosophies. 
• Apply good computer skills and the curiosity to trial new software. 
• Be comfortable trying new things and making training tools to teach others. 
• Possess a broad knowledge of speech, occupational and physical therapy in schools, clinics, teletherapy, and other provider environments such as doctor's offices and hospitals. 
• Apply knowledge of insurance/reimbursement regulations, HIPAA, and FERPA. 
• Employ excellent communication and interpersonal skills and relate to therapists and their unique perspectives.
• Demonstrate exceptional planning, problem-solving, and organizational skills.
• Work collaboratively with teammates.
• Manage and prioritize tasks efficiently.
• Work with teammates in different time zones.

Required competencies 

• Ability to get to the root of a problem in a diverse, large-scale technical environment. 
• Exceptional customer-facing skills. 
• Excellent verbal and written communication skills. 

Education and Experience 

• A current or former clinician who has a master’s degree or doctorate in Occupational, Physical, or Speech Therapy preferred. 
• Healthcare, SaaS, or device experience is preferred. 

Job Type: Full-time 

Pay: $53,000.00 - $65,000.00 per year 

Benefits: 

• 401(k) 
• Dental insurance 
• Flexible schedule 
• Health insurance 
• Paid time off 
• Vision insurance 

Schedule: 

• 8-hour shift 

Work Location: Remote