Experienced Customer Service and Support Specialist – Healthcare and Technology Platform

At careerzynith, we're revolutionizing the service commerce industry by providing vertically tailored, integrated SaaS solutions that help 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. As a leading service commerce platform, we're building an extraordinary company and looking for talented, energetic, and motivated people to join our team.

• *About careerzynith and Our Mission**

careerzynith is a leading service commerce platform that provides integrated SaaS solutions to help businesses in various industries, including Home & Field Services, Health Services, and Fitness & Wellness. Our mission is to build a technology platform that enables businesses to make care more informed, more personalized, more interactive, and more adaptable. We're committed to delivering exceptional customer experiences and building a community of like-minded professionals who share our passion for innovation and customer-centricity.

• *Job Summary**

We're seeking an experienced Customer Service and Support Specialist to join our team and focus on our DrChrono brand. As a Customer Service and Support Specialist, you'll be responsible for providing software support to our clients, answering and responding professionally to urgent inbound tickets, chats, and calls, and tracking them at various stages of completion. You'll also work to identify the root cause of clients' problems, provide answers and solutions in a way that's easily understood, and guide them promptly through the resolution while also delighting the customer.

• *Responsibilities**

• Provide software support to our clients by answering and responding professionally to urgent inbound tickets, chats, and calls, tracking them at various stages of completion.
• Work to identify the root cause of clients' problems, providing answers and solutions in a way that's easily understood, guiding promptly through the resolution while also delighting the customer.
• Be 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 identify clients experiencing repeated issues or requests that are not resolved to the clients' satisfaction while identifying possible opportunities for escalation.
• 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 our products and service.
• Provide recommendations to your leadership team about how to improve customer experience.
• Work closely with the account management team to maintain a continuous knowledge of accounts.
• Navigate through applications and company tools to research and resolve customer inquiries.
• Provide excellent customer care and focus, assessing the customers' needs and providing the correct answer, path, troubleshooting, or method for an outstanding customer experience.
• Actively participate 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 in this Role**

• 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.
• 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 - 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 careerzynith 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're 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**

• 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 $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.

• *Why Join careerzynith?**

• careerzynith 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.
• We're committed to delivering exceptional customer experiences and building a community of like-minded professionals who share our passion for innovation and customer-centricity.

• *How to Apply**

If you're a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We look forward to reviewing your credentials and getting to know more about your experience!

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