What are the responsibilities and job description for the Customer Support Specialist position at Pediatric Emergency Standards Inc?
Job Description Job Description Who We Want : Are you driven and competitive yet still interested in making a difference in the world? This is an excellent opportunity to become part of a successful, fast growing healthcare tech company that is revolutionizing emergency medical care for children and adults on a national / international level.Who We Are : Pediatric Emergency Standards Inc. is the innovator of the award-winning Handtevy Pediatric Resuscitation System. The Handtevy System is a fully integrated, cloud-based workflow management software program for pre-hospital (EMS) and hospital healthcare providers to be used to treat the critically ill or injured pediatric patient. We empower healthcare providers to rapidly and accurately respond to emergent calls with ease while reducing medical error and improving quality of care for all patients.Responsibilities : We are seeking a highly motivated and customer-focused Support Specialist to join our dynamic team. This role requires a blend of technical expertise and excellent customer service skills to provide top-tier support to our clients. The ideal candidate will troubleshoot technical issues, resolve customer inquiries, and deliver an exceptional customer experience across all interactions.Key Responsibilities : Customer Support : Serve as the first point of contact for customers, addressing both technical and general inquiries through phone and email in a prompt and professional manner.Technical Troubleshooting : Diagnose and resolve technical issues related to software, hardware, and network connectivity. Escalate complex problems to the appropriate internal teams when necessary. Bonus for experience with SaaS products and Mobile appsKnowledge Management : Document all interactions, troubleshooting steps, and resolutions in Handtevy’s ticketing system (Freshdesk).Product Education : Guide customers through the features of products, providing step-by-step assistance to ensure they can maximize the value of the tools and services.Collaborative Problem-Solving : Work closely with other departments such as IT, Customer Success, and Clinical to ensure a seamless customer experience.Continuous Learning : Stay up-to-date with the company’s product updates, new releases, and emerging technologies to provide accurate and informed support.Education / Skills Required :
- Bachelor’s Degree preferred
- Knowledge of (prior use preferred) of; MS Office (Word, Excel, PowerPoint & Outlook), Salesforce
- Self-motivated with a desire to achieve results
- Professional demeanor and exceptional phone presence
- Aptitude to learn quickly, apply your learning and grow professionally
- Active listener and articulate communicator
- Ability to understand customer needs and respond with empathy and patience.
- Highly organized with excellent time management skills
- Written communication skillsWe are an Equal Opportunity Employer and a Drug-Free Workplace