Customer Support Expertise

3 weeks ago


Hyderabad, Telangana, India ModMed Full time

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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