Customer Support Specialist

Description:

Job Type

Full-time

Description

Location: United States - Remote

Reports to: Director, Customer Support

About Us:

Procurement Partners builds easy-to-use software that lets healthcare organizations automate their purchasing, inventory management, invoicing, and payments processes. We help thousands of facilities, and their staff reduce their expenses and time spent procuring items so they can direct more time and effort toward caring for their patients and residents. Procurement Partners now includes both OnCare & Hybrent product lines, and we are the fastest-growing procure-to-pay software company in healthcare.

If you have a passion for technology, enjoy providing value to customers, and are looking for a company that will help you develop your career, we want to talk to you!

About the Role

This position is responsible for providing support of the Procurement Partners proprietary e-commerce software to external and internal clients. The Customer Support Specialist answers questions and/or resolves issues for customers via telephone and email/ticketing system. This position serves as the primary contact in effectively identifying issues and using effective troubleshooting techniques to resolve client software issues.

Requirements:

What You’ll Do

• Provide timely and effective Customer Support and issue resolution via emails, phone calls, etc.
• Collect detailed information to effectively understand, identify, and resolve the customer concern using the most effective method of resolution
• Use internal customer knowledge base (Salesforce) to research and take appropriate corrective action
• Track and document client interactions in the company ticketing system (Salesforce Service Cloud)
• May perform product release testing prior to product version releases
• May perform data entry as needed
• Run basic customer reports
• Inform appropriate internal personnel of any problems or concerns expressed by customers and escalate as need be
• Open tickets with the internal Development team to escalate assistance in resolving complex or technical issues
• Perform other duties as assigned

What You'll Bring

• Associate degree in business, marketing, technology or equivalent combination of training, education, and experience that would provide the required abilities
• Experience in client support and/or account management with a record of outstanding service
• Proficient in Microsoft Office, particularly Excel
• Excellent writing, editing, communication and interpersonal skills are required.
• Possess excellent organizational and time management skills
• Able to handle multiple projects simultaneously
• Able to give and follow complex directions
• Ability to analyze problems and identify appropriate alternatives.
• Able to work independently with minimal supervisor
• Able to work effectively with co-workers, subordinates and supervisors and clients