Client Product Support Specialist

Client Product Support Specialist

Working Environment can be In-Office, Hybrid or Remote

PartsSource is looking for a Client Product Support Specialist to create a positive customer experience by providing support to external customers of PartsSource, as well as internal PartsSource team members. Reporting to the Client Solutions Director of Program Implementation, you will independently support customer questions, increase customer satisfaction and become fully capable of performing new client onboardings. The ideal candidate would be an effective communicator, have a positive attitude, can multi-task, and be highly organized and possess software support and troubleshooting experience.

What You’ll Do

Customer Support:

• Respond to customer queries in a timely and accurate way, via phone, email, or chat.
• Assist our customers with tier 2 technical problems regarding our products and services.
• Resolve customer inquiries by making recommendations, offering solutions, and guiding them through product features and functionalities.
• Complete new customer registrations, account & user creation for the PartsSource.com platform.
• Update our internal databases with customer information as requested & necessary.

Quality Assurance:

• Analyze and report product malfunctions by testing different scenarios and/or impersonating users.
• Document and report technical issues or system bugs/defects using internal systems, and as appropriate follow up with customers to ensure their technical issues are resolved post-resolution.
• Assist in training Customer Support Representatives
• Share feature requests and effective workarounds with team members.
• Create, maintain, and deliver several points of documentation – including but not limited to internal reports, customer facing activity reports, financial documents, and other ad-hoc reporting.

Customer Success:

• Review customer programs with other internal teams to ensure common understanding of client processes and procedures are understood across departments.
• Inform, and at times train, customers about new features and functionalities.
• Work with customer logistics providers on transaction reporting and freight reconciliation for customer accounts.
• Process customer EDI integration connection requests and troubleshoot EDI errors.

What You’ll Bring

Your Background

• 3-5 years of experience in Customer Service/Technical Support and troubleshooting
• Bachelors in business, equivalent degree, or relevant experience
• Call center experience, retail or sales, client-facing, customer service experience
• CRM experience required.
• Experience in database entry/update software systems
• Excellent communication and problem-solving skills
• Patience when handling tough cases & situations.
• Ability to multi-tasking on a regular basis
• EDI systems experience is a plus
• Escalated / Level 2 Technical Support and troubleshooting experience is a plus
• Familiarity with our industry is a plus

Who We Want to Meet

• You’re a positive person, ready to serve as an enthusiastic promoter of PartsSource to internal and external clients.
• You’re a problem solver, always looking to find ways to work towards a win-win solution.
• You display strong communication skills with a knack for providing professional and clear answers to customer requests in a calm, positive, and empathetic manner.
• You have an aptitude to develop strong PartsSource product knowledge & willingness to learn new things.
• You’re accountable. You do what you say you’re going to do. And when you mess up- you own it, learn from it, and move on.

What’s In It for You

• Competitive salary package inclusive of base salary, incentive bonus structure and equity incentive plan; with a full benefits package (including 401k match, employer paid college debt redux, and more).
• An inclusive PartsSource community - work alongside other smart, passionate people
• Growing company investing in and committed to developing careers of our employees
• Hybrid work environment where you get the benefits of flexibility, socialization, and productivity
• A chance to revolutionize Healthcare with evidence-based decision making on the world’s leading Procure-to-Pay platform!

Interested?

We’d love to hear from you and explore the possibilities. Please send us your resume along with an optional cover letter detailing why you’re an excellent candidate.

Diversity Statement

We are an Equal Opportunity Employer committed to building an inclusive and diverse environment where everyone’s individuality is respected, and everyone has an identity. Our commitment to inclusion across race, gender, age, religion, identity, and experience drives us forward every day.

Legal authorization to work in the U.S. is required.

No Agency or Recruiter submissions will be accepted.

About PartsSource

PartsSource is the leading B2B e-commerce marketplace for US healthcare, helping healthcare providers to automate the purchasing of MedTech repair parts and services through a modern procurement experience while driving improved cost, quality, and reliability throughout the healthcare supply chain. We are growing rapidly as providers shift their purchasing toward e-commerce and away from manual processes. We are uniquely positioned to address key challenges impacting mission critical operations related to rising input costs, skill shortages, and supply chain disruptions. Bain Capital’s 2021 investment in PartsSource further propels us to realizing our Vision: Ensure the quality, safety, and availability of mission critical assets to improve health outcomes.

Read more about us here:

· PartsSource On-Site Service Solutions 2021 Winner

· WSJ: Bain Capital Private Equity Scoops Up PartsSource

· PartsSource Expands Workforce in Aurora, Ohio Headquarters

· PartsSource® named one of the ‘Top 100 Healthcare Technology Companies of 2021’

· PartsSource President and CEO Philip Settimi Named to Top 50 Healthcare Technology CEO List