Customer Support Expertise
3 weeks ago
About the Role:
ModMed is seeking a skilled Customer Support Specialist to join our team. As a Customer Support Specialist, you will be responsible for providing exceptional customer experiences while investigating issues, providing solutions, and contributing to the success of Klara’s users.
Your Key Responsibilities:
- Build and modify Klara electronic forms for our customers.
- Provide support to our customer base in response to Klara product requests and problems reported by our customers.
- Coordinate across departments to provide support through all stages of the customer’s journey.
- Execute an exceptional customer support experience, including responding quickly to questions (via email and online chat) and following up on reported issues.
- Investigate bugs and file tickets with our Engineering team when appropriate.
- Collect customer feedback and advocate customer needs cross-functionally.
- Identify patterns in support interactions, then take appropriate action to address these patterns.
- Help out with various Customer Success projects as needed.
Requirements:
- 3+ years of experience in a support role.
- Basic knowledge of web technologies, including knowledge working with mobility-focused applications.
- Empathy and patience as top strengths.
- Aptitude for digesting and communicating technical concepts across audiences of varying technical ability.
- Excel at identifying problems, discovering root causes, and working quickly to find long-term solutions.
- Communicate with a professional, upbeat, and friendly tone.
- Prioritize well, especially while under pressure.
- Thrives collaborating in a team setting as well as working autonomously.
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