Client Support Specialist

Summary

Join Get Well as a Client Support Specialist (Tier 1) and be the first point of contact for client technical support, providing exceptional service to our client base. You will utilize your technical and customer service skills to resolve technical issues via phone and email, ensuring a positive client experience. This remote position, with a preference for PDT time zone, requires strong problem-solving and time management skills, along with a passion for helping others. You will need to develop a deep understanding of our product suite and support operations, escalating issues as needed. Growth opportunities within the organization are available based on performance. Get Well offers a comprehensive benefits package, including generous paid time off, various leave programs, 401(k) and incentive plans, internal education programs, full health benefits, and more.

Requirements

• Strong problem-solving and time management skills
• Exceptional work ethic - reliability, dedication, consistent attention to detail in assigned tasks and enthusiasm to learn new procedures and processes
• Energetic, positive, patient, passionate, dependable, and good at multitasking in a fast-paced environment
• Passion for helping others
• Thrive on challenges and see unpredictability as an opportunity
• Strong customer service and troubleshooting skills
• Motivated by team-based approach and collaborative environment
• Natural curiosity and a desire to make an impact in the healthcare landscape
• Drive to learn and grow in your career
• Desire to be part of a larger impact
• General technical aptitude
• Ability to work assigned shifts, which is typically outside of standard work hours, as well as flexibility to work weekends and holidays, when scheduled, as part of a 365 days/year support environment
• Demonstrated ability to perform to high standards
• Ability to attend required training
• High school diploma required, college degree a plus
• Adhere to all organizational information security policies and protect all sensitive information, including but not limited to ePHI and PHI in accordance with organizational policy and Federal, State, and local regulations
• Basic understanding of HTTP response status codes

Responsibilities

• Be the voice of Get Well to our clients, ensuring a positive client experience
• Provide phone and email support to clients on a variety of hardware, software, and application issues
• Intuitive questioning to understand the root cause of issues
• Identify, research, and resolve technical problems remotely on computers, iPads, and Smart TVs
• A broad understanding of our product suite and outcomes is expected to facilitate understanding of the impact of technical issues on clients and patients
• Develop a deep understanding of company support operations to know when to escalate unresolved issues to the next level of support
• Highly professional communication and service skills across a diverse base of callers
• Learn new product platforms, features, updates with internal documentation, training sessions (i.e. Google Meet/Zoom) and/or working through those types of tickets
• Adapt to a fast learning execution pace and be organized in the prioritizing resolution of reported problems
• Drive efficiency through proactive process and system recommendations
• A chance to grow into other roles in the organization based on performance
• Other duties as assigned

Preferred Qualifications

A bilingual speaker is a plus (Spanish)

Benefits

• Exceptionally generous paid time away from work
• A variety of paid leave programs
• Savings opportunities with 401(k) and incentive plans
• Internal education programs
• Full array of health benefits
• Fitness reimbursement
• Cell phone subsidy
• Casual offices with snacks and drinks
• Peer recognition programs
• Health advocacy and employee assistance programs
• Pet insurance