Job Description
At arenaflex, we're revolutionizing the way healthcare professionals interact with their patients and manage their practices. As a leading service commerce platform, we're committed to providing vertically tailored, integrated SaaS solutions that help service-based businesses accelerate growth, streamline operations, and increase retention. Our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals.
We're seeking an experienced Customer Service and Support Specialist to join our team and focus on our DrChrono brand. DrChrono is part of the EverHealth vertical of arenaflex, and our mission is to build a technology platform that enables medical practices of all sizes to make care more informed, more personalized, more interactive, and more adaptable. Our platform has been used by thousands of physicians who in turn have provided care to millions of patients.
- *About arenaflex**
arenaflex is a leading service commerce platform that provides vertically tailored, integrated SaaS solutions to help more than 600,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. Specializing in Home & Field Services, Health Services, and Fitness & Wellness industries, arenaflex solutions include end-to-end business management software, embedded payment acceptance, marketing technology, and customer engagement applications.
- *Responsibilities**
As a Customer Service and Support Specialist, you will be responsible for providing software support to our clients by answering and responding professionally to urgent inbound tickets, chats, and calls, tracking them at various stages of completion. You will work to identify the root cause of the clients' problem, providing answers and solutions in a way that is easily understood, guiding promptly through the resolution while also delighting the customer.
Some of your key responsibilities will include:
- Providing software support for our clients by answering and responding professionally to urgent inbound tickets, chats, and calls, tracking them at various stages of completion
- Identifying the root cause of the clients' problem, providing answers and solutions in a way that is easily understood, guiding promptly through the resolution while also delighting the customer
- Being a support representative and consultant for various subjects related to the DrChrono platform, both the web and mobile application, iOS features, and Partner information
- Proactively identifying clients experiencing repeated issues or requests that are not resolved to the clients' satisfaction while identifying possible opportunities for escalation
- Utilizing internal tracking tools to manage issues between customers, sales, support, and engineering
- Working cross-departmentally with multiple teams to find, analyze, and resolve client issues
- Representing the voice of the customer by gathering and sharing customer feedback about our products and service
- Providing recommendations to your leadership team about how to improve customer experience
- Working closely with the account management team to maintain a continuous knowledge of accounts
- Navigating through applications and company tools to research and resolve customer inquiries
- Providing excellent customer care and focus; focusing on assessing the customers’ needs and provide the correct answer, path, troubleshooting, or method for an outstanding customer experience
- Actively participating in developing the company knowledge base as well as improving team and customer resources by recognizing patterns of technical issues trends through customers' outreach and recommendations for self-service articles
- *Skills and Experience Needed for Success**
To be successful in this role, you will need:
- 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 setting
- 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 - strong customer focus and a high level of empathy
- 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
- *Work Environment and Company Culture**
The arenaflex team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in the United States – if you’re close to one of our offices, we can set you up in-office or you can work 100% remotely. Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America.
- *Benefits and Perks**
As a member of the arenaflex team, you will enjoy:
- Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
- 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
- *Compensation**
The total base pay range for this position is $18- $20 USD per hour in most US locations. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above.
- *Equal Opportunity Employer**
arenaflex is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status.
- *How to Apply**
If you're passionate about delivering exceptional customer service and support, and you're excited about the opportunity to join a dynamic and innovative company, please submit your application today. We look forward to reviewing your credentials and getting to know more about your experience!
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