EverCommerce

Associate Technical Customer Support Specialist

EverCommerce

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $22 - $24 per hour

About the role

  • Assisting our external customer base via phone calls, chats, email and customer portal
  • Diagnose, troubleshoot and resolve application, configuration and workflow questions and potential issues
  • Being a business partner for our customers by understanding and consulting on all functional and configuration aspects of Updox
  • Properly escalate potential issues, as needed, to the next level
  • Communicate in a cheerful, helpful, and professional manner with both internal stakeholders and our customers
  • Precisely document required details of assigned tickets while tracking tickets through various stages of completion
  • Work cross-departmentally with multiple teams to find, analyze, and resolve client issues.
  • Represent the voice of the customer by sharing customer feedback about our products and service
  • Be a change agent by proactively identifying and communicating areas of improvement to leadership
  • Utilize team tools and company knowledge base to research and resolve customer concerns
  • Provide a World Class Customer Experience by seeking to understand the customer’s concerns with empathy
  • Actively participate in developing the company knowledge base
  • Strive to meet or exceed individual, department and corporate goals
  • Continuously seek opportunities to grow in Updox and industry knowledge

Requirements

  • 1+ years in a customer service role with technical troubleshooting experience is required
  • 1+ years in a healthcare setting is desired
  • 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 direction
  • Ability to work with a global team in a remote work environment
  • Experience demonstrating empathy while working directly with customers
  • Excellent problem solving and analytical skills
  • Outstanding oral and written communication skills
  • 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
  • Experience with Salesforce and Jira are a plus
Benefits
  • Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
  • Continued investment in your professional development through Udemy
  • Robust health and wellness benefits, 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
  • Student Loan Repayment Program
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical troubleshootingproblem solvinganalytical skillscustomer service proceduresconfigurationworkflowticket tracking
Soft Skills
time managementproject managementorganizational skillslistening skillsattention to detailempathycommunication skillsproactive approachability to prioritize tasks