QCSS Health

Customer Success Support Lead

QCSS Health

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $70,000 - $80,000 per year

Job Level

Senior

About the role

  • Develop strong knowledge of our Healthcare SaaS Solutions
  • Serve as the first point of contact for customers seeking technical assistance
  • Respond to all helpdesk and Knowledge Center support inquiries
  • Diagnose customer issues with probing questions, reports, and cross-functional department collaboration
  • Document customer interactions, details of inquiries, complaints, comments, actions taken, and resolutions in Jira
  • Provide customer support via email, video meetings, or over the phone and walk customers through the resolution process and next steps
  • Provide a timely first response and resolution of issues with accurate information for end users to meet contractual health plan SLAs
  • Provide product report suggestions to support customer inquiries
  • Provide information about QCSS products and services
  • Lead the daily Help Desk Stand-Up Meeting
  • Participate in maintaining and improving helpdesk standard operating procedures

Requirements

  • 3 - 5 years working for a SaaS company
  • 3 - 5 years proven work experience as a Help Desk Associate/ Lead or other technical customer support role
  • Detail oriented, self-starter with a desire to learn and take on new responsibilities
  • An energetic, friendly, knowledgeable and optimistic attitude
  • A strong work ethic and willingness to learn
  • Excellent written and oral communication skills
  • Proficiency in Jira, Microsoft Excel, PowerPoint, and Word
Benefits
  • Health insurance
  • Professional development
  • Remote work options
  • Paid time off
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer supporttechnical assistanceissue diagnosisdocumentationSaaS solutionshelpdesk proceduresreport generationproblem resolutioncross-functional collaborationservice level agreements
Soft Skills
detail orientedself-starterenergeticfriendlyknowledgeableoptimisticstrong work ethicwillingness to learnexcellent communicationteam leadership