Customer Support Associate, Email/SMS and Influencer Outreach
Pomelo
Customer Service and Support Specialist
EverCommerce
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $17 - $20 per hour
Job Level
Mid-LevelSenior
Tech Stack
iOS
About the role
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingtechnical supportcustomer serviceproblem solvinganalytical skillstime managementproject managementorganizational skillstechnical information conveyancehealthcare billing knowledge
Soft skills
excellent communication skillslistening skillsattention to detailproactive approachability to prioritize tasksmulticultural teamworkcustomer advocacyadaptability to new technologiesability to work independentlypositive attitude
