Customer Success Agent

Job description

Willetts Tech is a technology company based in Cumberland, Maryland with a passion for helping Human Services Organizations leverage technology. We love helping the people who help the people. We are searching for a tech savvy Customer Success Agent in the Western Pennsylvania area. This position is available for full-time or part-time and is a combination remote and on-site position. If you are someone with a passion for customer service, who is able to work on behalf of our customers to manage projects, solve tickets quickly as well as train and support, then you may be the right one to join our team!

As our Customer Success Agent, your role will include:

• Resolving support issues quickly and efficiently.
• Escalating tickets to the next tier support when unable to resolve.
• Managing customer software projects.
• Developing an understanding of how our electronic health record (EHR) works.
• Communicating EHR updates and enhancements to customers through the creation of training materials and webinars.
• Executing quality customer support with patience, compassion, accuracy, professionalism and positivity.
• Creating opportunities to go above and beyond for our customers.
• Proactively taking on challenges, researching information and creatively solving problems.
• On-site training and support at multiple customer locations

We are searching for someone who has:

• Prior experience in software support/implementation and project management.
• Prior experience in customer support or Customer Success and ticketing systems.
• Prior experience with both in person and virtual training
• Multitasking abilities with excellent attention to detail and communication skills.
• The ability to be a quick learner with the desire to learn in a dynamic environment.
• Outgoing, positive attitude

Job Type

• Full-time
• Part-time

Work Location

• Combination of Remote and On-site work

Experience

• Customer support: 1 year (Required)
• Software support and/or implementation: 1 year (Required)
• Work for or within the Human Services field: 1 year (Preferred)
• Electronic Health Record experience (Preferred)
• In person and virtual training experience: 1 year (Preferred)

*If interested in this position, please submit resume along with a 2-minute video telling us about yourself (i.e. what interests you, what do you like to do outside of work, what is your dream job, etc.) and why you think you’d be a good fit for this position. Please submit resume via Indeed and video via email to erin.newton@willettstech.com.

Visit us at https://pupsehr.comto learn more about our fun software brand!

Job Type: Full-time

Benefits:

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

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Remote

Work Location: Hybrid remote in Pittsburgh, PA