Job Description
At arenaflex, we're revolutionizing the service commerce industry with our cutting-edge platform, empowering over 600,000 global service-based businesses to accelerate growth, streamline operations, and increase retention. Our innovative digital and mobile applications create seamless, informed, and convenient experiences between customers and their service professionals. With a focus on 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. We're building an extraordinary company and seeking talented, energetic, and motivated individuals to join our team. If you're passionate about delivering exceptional customer experiences and have a knack for problem-solving, we want to hear from you. **About arenaflex and DrChrono** arenaflex is a leading service commerce platform, and DrChrono is part of our EverHealth vertical. 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 have provided care to millions of patients. Our products can be tailored to any medical practice, and we're committed to constant innovation, driven by our philosophy "more time with patients, less time doing paperwork." **Responsibilities:** As a Customer Service and Support Associate, you'll play a vital role in delivering exceptional customer experiences, resolving technical issues, and providing expert support to our clients. Your 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 clients' problems, providing answers and solutions in a way that's easily understood, and guiding them promptly through the resolution while delighting the customer * Being a support representative and consultant for various subjects related to the DrChrono platform, including 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 and 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, assessing customers' needs, and providing the correct answer, path, troubleshooting, or method for an outstanding customer experience * Actively participating in developing the company knowledge base and improving team and customer resources by recognizing patterns of technical issues trends through customers' outreach and recommendations for self-service articles * Striving to meet and go above personal and team targets and goals **Skills and Experience Needed for Success:** To excel in this role, you'll need: * 3+ years in a genuine customer-facing, internal support, or customer service role * 3+ years of troubleshooting and technical support experience * 1+ years of experience in a healthcare or 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 a willingness to do what's 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 Culture:** As a remote team member, you'll have the flexibility to work from anywhere in the United States. Our team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. We're used to working remotely across different time zones, and we're committed to creating a collaborative and inclusive work environment. Our company culture values diversity, equality, and inclusion, and we're an equal opportunity employer. **Benefits and Perks:** As an arenaflex team member, you'll enjoy: * 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 **Compensation:** The total base pay range for this position is $17.00 to $19.50 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. **How to Apply:** If you're passionate about delivering exceptional customer experiences and have a knack for problem-solving, we want to hear from you. Apply now to join our team and be part of our mission to revolutionize the service commerce industry. Apply for this job