Brightree

Customer Support

The Customer Support Specialist is responsible for identifying the customer issue and providing a solution to resolve the case. The Specialist's primary objective is to provide consultative responses to the many types of technical and non-technical questions raised by our customers and maintain a high level of customer satisfaction. The shift for this role is 11am - 8pm EST Monday - Friday. Key accountabilities and decision ownership: Answer questions regarding the Brightree application and its extended services in a friendly, effective, and efficient manner. Diagnose and resolve customer questions or problems over the telephone or through electronic communication in the areas of system configuration/setup, product functionality. Interact with customers to troubleshoot and resolve customer issues that may not have standard documented solutions. Track and document inbound support requests and ensure proper notation of customer problems and issues. Work closely with customers to ensure we are providing solutions that meet their needs. Stay abreast of current technology in products and new product offerings. Identify release issues. Work with senior CSSs/mentors to escalate cases as needed. Ensure all cases are documented according to standard operating procedures.