Customer Support Specialist

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 clinical and financial outcomes.

Thousands of therapy practices rely on us as a trusted partner, to make their lives simpler and more efficient, improve revenue, and enable them to focus on patient care.

For more information, explore our solutions at therapybrands.com.

Support Specialists provide timely and professional application and end-user support to customers. As the primary contact between the company and users of the software, they serve a critical role by interfacing with the customer base. The nature of the work in Support demands cross-functional cooperation between various departments, and is responsible for troubleshooting and resolving complex, non-generic customer issues.

This position is hybrid based out of our Eagan, MN office 2 - 3 days per week.

PRIMARY RESPONSIBILITIES OF THIS POSITION

• Work with clients to resolve non-standard technical and workflow issues
• Provide product training and support for customers
• Escalating technical issues that could not be resolved
• Assist in the creation of knowledge based articles and other support bulletins
• Assist with QA and release testing processes as assigned by Care Manager
• Document discussions and issues in the CRM system
• Ensure customer and partner inquiries are responded to in a timely manner
• Research, resolve, and respond to customer concerns and inquiries
• Provides end user training where required
• Practice all HIPAA policy and procedures
• Consistently meet department targets for customer satisfaction, case closure and case engaging.

thrivewithus

REQUIRED QUALIFICATIONS

• Experience in technical support and/or customer service.
• Able to learn multiple software products and aptitude for learning complex concepts.
• Effective written, verbal, and listening skills
• Possesses strong Customer Support skills
• Critical thinking to diagnose, problem solve, and make autonomous decisions
• Experiencing handling multiple priorities
• Great time and task management skills

PREFERRED QUALIFICATIONS

• Proficiency with current and recent releases of MS Windows, Microsoft Office Suite, MS SQL Server or similar SQL packages, ODBC database concepts, and/or network protocols and environments.
• Medical Billing, Medical Claims, and/or accounting experience
• Behavioral health care knowledge
• SSRS skills
• Lab order and/or prescription handling

All your information will be kept confidential according to EEO guidelines.

While we have outlined some key qualities we typically seek, it is 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 are 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!

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.