What are the responsibilities and job description for the Customer Support Specialist position at Therapy Brands Thrive, LLC?
Therapy Brands is the leading healthcare technology partner for mental, behavioral, and rehabilitative therapy. Our purpose-built and all-in-one practice, management, data, and billing solutions drive exceptional critical and financial outcomes.
Thousands of therapy practices rely on us as a trusted partner, to make their lives simpler and more officiant, improve revenue, and enable them to focus on patient care.
For more information, explore our solutions at therapybrands.com.
Job Description
The Customer Care Specialist is the first contact point for customers who reach out for support. In this role, you are a subject matter expert in our products, and you're responsible for troubleshooting and resolving a range of customer issues requiring detailed systems and applications knowledge. Customer contact could take many forms including phone calls, live chats, emails, tickets, etc. Members of this team should be able to effectively resolve most customer support issues, but will work closely with other teams and departments to advocate on behalf of customers or work toward collaborative resolution.Provide technical assistance and support for incoming queries via multiple channels; issues related to computer systems, software, and hardware
Research, resolve, and respond to end-user issues/problems received via email, telephone, live chat, ticket or offshore escalations, and provide support on desktop systems
Prioritize, answer, and implement creative solutions for customers
Respond to email messages and answer calls from customers seeking help
Ask clarifying questions to determine the nature of the problem and to be able to provide a solution Responsible for having extensive product and industry workflow knowledge
Walk customers through problem-solving processes and consult on workflow best practices
Collaborate with other Customer Care Specialist, Success and Services Professionals, Education Specialist, Engineering and Product resources
Participate in testing of new and updated products and provide feedback
Follow up with customers to ensure the issue has been resolved Log call/issue information for record keeping
Meet and maintain productivity goals and expected satisfaction rating from customers Follow existing processes to document and report issues/feedback to the internal team Identify areas to enhance existing processes and workflows
Serve as a liaison and advocate for our customers to the rest of the care team and company
Foster a collaborative environment where customers feel cared for, respected, and heard
Maximize customer satisfaction through timely and accurate resolution of customer inquiries/issues
Agile working across Customer Experience spaces when needed, including Success, Services, and Implementation/Training
Knowledge Base content creation and cultivation, special projects, customer communications, product and tooling integration and validation, etc.
Provide product training and act as mentors to offshore teams.
Work continuously to increase product knowledge by reviewing escalated cases on a weekly basis
Create technical bulletins to serve as a job aid and expand the knowledge base for handling support issues
Ensure customer and partner inquiries are responded to within established timeframes and customer care and technical support service levels are achievedIdentify, prioritize, and resolve reported problems including data, account administration, desktop hardware/software, including application issues
Responsible for maintaining and deploying systems via automated methods
Infrequent/occasional travel may be required for initial training and/or annual meetings
Other duties as assigned
Core Competencies Needed for Success in the Role
Outstanding customer focus skills
Outstanding technical and functional skills
Outstanding data gathering and analysis
Outstanding interpersonal skills
Outstanding adaptability and stress tolerance; ability to shift between projects/tasks to keep up with workload
Highly self-motivated and directed, with attention to detail
QUALIFICATIONS
Excellence in written and verbal communication, as well as strong listening skills
Experience in a customer support role
Experience in help desk tools
Technology troubleshooting experience
Experience in all Microsoft Office tools
Experience working remotely and/or with distributed teams is a plus
Possesses strong customer relation skills
Ability to handle multiple priorities
Perform in an effective and timely manner all the tasks required
Work collaboratively with other departments (e.g., Development, Product, Sales)
Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts and drawing valid conclusions
Methodically resolve the more difficult and complex production issues reported by customers and partners
1-5 years of experience in providing customer service
1-5 years of technical support experience
1-5 years experience in software support/Saas
1-3 years of experience working in a remote environment preferred
PHYSICAL DEMANDS AND WORK ENVIRONMENT
Normal working conditions require normal to close concentration, visual attention, and manual dexterity. Lifting requirements less than 10 pounds. Moderate noise.
Additional Information
While we've outlined some key qualities we typically seek, it's essential to remember that there might be additional unique strengths and talents you possess that would make you an exceptional match for us, even if they're not explicitly mentioned. Studies have consistently highlighted the significance of this principle, particularly for individuals from disenfranchised backgrounds, including women and other marginalized groups. These individuals often hesitate to apply unless they meet every single requirement, unlike their male counterparts who are more inclined to apply when they meet around 60% of the criteria.
The message we want to convey is that taking a leap of faith and applying can be incredibly rewarding. Your distinct abilities and perspectives could be exactly what we need to create a more diverse and inclusive team. So, don't hesitate—apply today and let's explore the exciting possibilities together!
All your information will be kept confidential according to EEO guidelines.
At Therapy Brands, Diversity, Equity, Inclusion, and Belonging aren’t just words. We celebrate what makes us unique, foster an ecosystem of inclusion for all and harness our talents to promote diversity of thought and action in everything we do.
We instill Diversity, Equity, Inclusion, and Belonging into the fabric of our CARING culture and business, as we strive to be recognized not only as the leader in healthcare technology, but also for our intentional efforts to promote a diverse community.
We will champion non-discriminatory practices throughout the employee and customer lifecycle; caring for every person regardless of race, national origin, color, religion, disability, sex, orientation, or familial status.
Therapy Brands is an equal opportunity employer.
