Customer Service and Support Specialist
Description: • Provide software support for clients by answering and responding professionally to inbound tickets, chats, and calls and tracking them at various stages of completion • Identify root cause of client problems and provide answers and solutions in an easily understood way, guiding promptly through resolution • Serve as support representative and consultant for DrChrono platform (web and mobile), iOS features, and Partner information • Proactively identify clients experiencing repeated issues and recommend escalation when necessary • Utilize internal tracking tools to manage issues between customers, sales, support, and engineering • Work cross-departmentally with multiple teams to find, analyze, and resolve client issues • Represent the voice of the customer by gathering and sharing customer feedback about products and service • Provide recommendations to leadership to improve customer experience • Work closely with account management to maintain continuous knowledge of accounts • Navigate applications and company tools to research and resolve customer inquiries • Provide excellent customer care focusing on assessing customers’ needs and delivering correct troubleshooting or resolution • Actively participate in developing the company knowledge base and improving team and customer resources • Strive to meet and exceed personal and team targets and goals Requirements: • 3+ years in a genuine customer-facing, internal support, or customer service role • 3+ years troubleshooting and or technical support experience • 1+ years in a healthcare/billing setting • Ability to manage a high volume of clients at any given time • Excellent time management, project management, and organizational skills • A positive and proactive approach to handling challenging situations • Exceptional listening skills, with attention to detail • Ability to prioritize tasks and carry out responsibilities with minimal direction • Ability to work with a multicultural and virtual team • Experience working directly with customers and the willingness to do what is right for customers, the company, and team members in all circumstances • Excellent problem solving and analytical skills • Outstanding oral and written communication skills (writing exercise will be requested as part of the interview process) • Ability to convey technical information to a general audience • Aptitude for learning new technologies quickly • Ability to understand and follow customer service procedures and policies and actively participate in continuously improving them • Experience and knowledge in Zendesk and Jira is a plus • Must be eligible to work without sponsorship • May require travel to Corporate Headquarters in Denver, Colorado, or other office locations around North America Benefits: • Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid • Continued investment in your professional development • Day 1 access to a robust health and wellness benefits package, including an annual wellness stipend • 401k with up to a 4% match and immediate vesting • Flexible and generous (FTO) time-off • Employee Stock Purchase Program Apply tot his job