Customer Service and Support Specialist

Description: ? Provide software support for 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 the clients' problem, providing answers and solutions in a way that is 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, both 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; focusing on assessing the customers? needs and provide 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 ? Strive to meet and go above personal and team targets and goals Requirements: ? 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 Benefits: ? 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