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Job Details


Client Success Support (Remote - US) (3130056440)

Healthcare Support

Healthcare Support Worker

Yearly

No

Santa Barbara County, California, United States

About This Job TrackStreet is looking for positive, self-motivated professionals with strong customer service and support experience and an affinity for technology products and innovation. Individuals that can flourish in a dynamic entrepreneurial environment with a "roll-up your sleeves" mentality and are comfortable interacting with clients both online and over the phone. The ideal candidates will not only perform their given job duties well but will also always be on the lookout for ways to improve our team's processes as we continue to grow. Summary In this role, you will be working directly with our active clients assisting with any product feature functionality questions as well as managing the delivery of a variety of professional services offered by our Support team. These services include but are not limited to: account onboarding, live phone training, and account configuration. Job duties also include helping troubleshoot any issues in the system that a client may have encountered and working with various internal teams to resolve these issues and/or provide solutions. You will be responsible for managing support queues and messaging systems being the first point of contact for incoming client emails and messages. Responsibilities Handle customer requests, questions, and complaints on a variety of support channels. Generate leads and identify potential up-sell or cross-sell opportunities with existing customers. Keep track of customer expectations and recurring issues. Build a sustainable and mutually beneficial relationship between customers and your brand. Complete detailed reports listing requests for technical assistance, steps taken to resolve them, and the specific dates/individuals involved Demonstrate client service skills by managing and exceeding client expectations as measured by KPIs (like First Reply Time, Opportunity Creation, and Retention) Assist with challenging customer requests or issue escalations as needed Help onboard new clients (establish goals, objective, training clients on the platform and drive adoption/success) Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders Engage with a minimum of 10 customers per day via live contact and follow up with all inquiries within 4 hours Develop and build new processes/techniques for reducing common inquiries Work to reduce / clear Share feature requests and effective workarounds with team members Inform customers about new features and functionalities Follow up with customers to ensure their issues are resolved stay current with system information, changes, and updates Requirements Experience as a Customer Support Specialist or similar CS role Familiarity with our industry is a plus Experience using help desk software and remote support tools Excellent communication and problem-solving skills Multi-tasking abilities Patience when handling tough cases Demonstrable ability to communicate, present, and influence key stakeholders at all levels of an organization, including executive and C-level Solid experience in Microsoft Office Suite, Google Apps, Hubspot, Zendesk, etc. Experience delivering customer-focused solutions to customer needs Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail Process-oriented Excellent listening, negotiation, and presentation abilities Strong verbal and written communication skills BA/BS degree in Business Administration, Sales or relevant field Note that these requirements are representative, but not all-inclusive, of the knowledge, skill, and ability required to perform this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions Powered by JazzHR HYk03NhQj1