What are the responsibilities and job description for the Customer Support Specialist position at Valant?
This position can be 100% remote, but employees must be located in: California, Florida, Georgia, Minnesota, New Jersey, North Carolina, Oregon, South Carolina, Texas, Tennessee, Utah, or Washington state.
Valant is a market-leading, web-based clinical EHR and Practice Management solution built exclusively for behavioral health. Our mission is to provide technology and services that connect behavioral health patients and providers, when and how they need care, with tools that improve outcomes for all.? We’re seeking enthusiastic, passionate individuals to join us as we transform the industry!
This is the job for you if you like being the first line of support for customers, are comfortable with a busy phone environment, and enjoy using your analytical skills to investigate, resolve and/or escalate support issues. We’re looking for technically competent problem solvers who demand excellence of themselves, are passionate about great customer service, and are great at finding solutions to drive efficiency and customer satisfaction.
As a Customer Support Specialist, you are a key point of contact for our customers and an escalation point for the rest of the customer support team. You will be providing product and service information on our behavioral health EHR software and resolving any issues our customers experience with accuracy, efficiency, and enthusiasm.
What You’ll Do
Accurately and proficiently assist customers with account-related, and technical support questions primarily through phone and email. Approximately 90% of the workday will be spent answering customer calls, with 10% focused on email questions.
Troubleshoot technical issues pertaining to our product and integrations, including root cause analysis, deep investigative work tied to software issues, and escalation to our engineering team when necessary.
Address any inquiries, reproduce reported bugs, identify quick fixes, and document all learnings related to your investigating, diagnosing, troubleshooting, and triaging of issues.
Work with Development partners to create knowledge base docs and articles.
Provide detailed and researched information when escalating issues to developers, including logs, context, and preliminary diagnostics.
Analyze, document and resolve tickets based on service levels, ensuring adherence to SLAs, and escalate issues as required.
Actively engage with customers in a B2B environment, maintaining excellent written and verbal communication skills.
Collaborate with third-party software providers and business partners.
Other duties as needed/requested by Manager.
What You’ll Need
Required
1 years’ experience in a technical and/or customer support role focused on investigating and troubleshooting technical issues and tools.
Have experience in troubleshooting & triaging customer issues, escalating to product & development teams any product issues or gaps, and owning through to resolution.
Demonstrated ability to identify customer needs, handle customer problems with professionalism, engage with other teams where necessary, and to drive resolution on customer problems and questions.
Have a strong attention to detail
Have experience in B2B SaaS environment
Have excellent organizational skills, including a good sense of priority management and the ability to easily adapt to change.
Initiative, and ability to think outside of the box in resolving issues.
Self-motivation, accountability, and ownership.
Excellent attendance
Available Monday - Friday 6am-5pm PST
A reliable internet connection and a quiet space to work - this job is currently 100% remote (laptop and other equipment will be provided).
Preferred
Medical Billing or Clearinghouse experience is a plus!
Clinical experience is a plus!
What We Offer
Competitive compensation package, including 100% employer-paid medical, dental, vision premiums and HSA contributions
Ability to grow within Valant - Customer Support Specialists regularly move on to positions in Implementation, Customer Success, and other roles.
Generous paid time off policy
Bonus plans
401k
The chance to drive an important industry forward through next-generation technology
Ability to work remotely with a strong internet connection
Salary Range for this position is $22/hr - $24/hr, negotiable based on experience.
US Citizens and Green Card holders are encouraged to apply. We are unable to sponsor visas at this time.
This position can be 100% remote, but employees must be located in: California, Florida, Georgia, Minnesota, New Jersey, North Carolina, Oregon, South Carolina, Tennessee, Texas, Utah, or Washington state.
Valant is a market-leading, web-based clinical EHR and Practice Management solution built exclusively for behavioral health. Our mission is to provide technology and services that connect behavioral health patients and providers, when and how they need care, with tools that improve outcomes for all.? We’re seeking enthusiastic, passionate individuals to join us as we transform the industry!
This is the job for you if you like being the first line of support for customers, are comfortable with a busy phone environment, and enjoy using your analytical skills to investigate, resolve and/or escalate support issues. We’re looking for technically competent problem solvers who demand excellence of themselves, are passionate about great customer service, and are great at finding solutions to drive efficiency and customer satisfaction.
As a Customer Support Specialist, you are a key point of contact for our customers and an escalation point for the rest of the customer support team. You will be providing product and service information on our behavioral health EHR software and resolving any issues our customers experience with accuracy, efficiency, and enthusiasm.
What You’ll Do
Accurately and proficiently assist customers with account-related, and technical support questions primarily through phone and email. Approximately 90% of the workday will be spent answering customer calls, with 10% focused on email questions.
Troubleshoot technical issues pertaining to our product and integrations, including root cause analysis, deep investigative work tied to software issues, and escalation to our engineering team when necessary.
Address any inquiries, reproduce reported bugs, identify quick fixes, and document all learnings related to your investigating, diagnosing, troubleshooting, and triaging of issues.
Work with Development partners to create knowledge base docs and articles.
Provide detailed and researched information when escalating issues to developers, including logs, context, and preliminary diagnostics.
Analyze, document and resolve tickets based on service levels, ensuring adherence to SLAs, and escalate issues as required.
Actively engage with customers in a B2B environment, maintaining excellent written and verbal communication skills.
Collaborate with third-party software providers and business partners.
Other duties as needed/requested by Manager.
What You’ll Need
Required
1 years’ experience in a technical and/or customer support role focused on investigating and troubleshooting technical issues and tools.
Have experience in troubleshooting & triaging customer issues, escalating to product & development teams any product issues or gaps, and owning through to resolution.
Demonstrated ability to identify customer needs, handle customer problems with professionalism, engage with other teams where necessary, and to drive resolution on customer problems and questions.
Have a strong attention to detail
Have experience in B2B SaaS environment
Have excellent organizational skills, including a good sense of priority management and the ability to easily adapt to change.
Initiative, and ability to think outside of the box in resolving issues.
Self-motivation, accountability, and ownership.
Excellent attendance
Available Monday - Friday 6am-5pm PST
A reliable internet connection and a quiet space to work - this job is currently 100% remote (laptop and other equipment will be provided).
Preferred
Medical Billing or Clearinghouse experience is a plus!
Clinical experience is a plus!
What We Offer
Competitive compensation package, including 100% employer-paid medical, dental, vision premiums and HSA contributions
Ability to grow within Valant - Customer Support Specialists regularly move on to positions in Implementation, Customer Success, and other roles.
Generous paid time off policy
Bonus plans
401k
The chance to drive an important industry forward through next-generation technology
Ability to work remotely with a strong internet connection
Salary Range for this position is $22/hr - $24/hr, negotiable based on experience.
US Citizens and Green Card holders are encouraged to apply. We are unable to sponsor visas at this time.
This position can be 100% remote, but employees must be located in: California, Florida, Georgia, Minnesota, New Jersey, North Carolina, Oregon, South Carolina, Tennessee, Texas, Utah, or Washington state.
Salary : $22 - $24