Clinical Tech Support, Rehab Therapists, Therapist Assistants, Rehab Technicians

Summary

Join Prompt, a rapidly growing healthcare software company, as a Clinical Technical Support Specialist. In this role, you will provide expert software support to clients via email, contributing significantly to our top-rated Customer Experience Team. You will respond to customer inquiries, troubleshoot issues, and collaborate with other teams to ensure client satisfaction. This position requires 3+ years of relevant customer-facing experience and a clinical background in healthcare. The ideal candidate is highly analytical, proactive, and possesses exceptional written communication skills. Prompt offers a competitive salary, bonus potential, remote/hybrid work, flexible PTO, and comprehensive benefits.

Requirements

• 3+ years of relevant experience in customer-facing role
• Experience in a clinical position in a healthcare environment (physical therapist, therapist assistant, rehab technician, etc
• Must have a highly analytical mindset and with superior ability to troubleshoot/test use cases and issues in software
• Proactive, self-motivated and self-directed, with the ability to learn quickly and autonomously
• Exceptional written communication skill

Responsibilities

• Respond to customer questions and requests via email using our help desk platform to help them find solutions to their inquiries in an accurate and efficient manner
• Triage tickets, perform escalations to appropriate teams, and provide all necessary details to ensure the teams are equipped to assist the customer
• Support engineering ticket creation, review and prioritization
• Develop and maintain a deep understanding of our product offerings to effectively respond to incoming customer inquiries across our single-channel support system
• Promote customer satisfaction and loyalty by understanding each customer’s unique (and evolving) needs, delivering value, and exceeding expectations
• Improve and advocate for customer experience by identifying opportunities to enhance our product and service features

Preferred Qualifications

• Prior startup and/or B2B SaaS technology organization experience
• Experience in any function of clinical development or medical billing operations
• Preferred Excel experience

Benefits

• Competitive salaries
• Bonus potential with exceptional performance
• Remote/hybrid environment
• Potential equity compensation for outstanding performance
• Flexible PTO
• Company-wide sponsored lunches
• Company paid disability and life insurance benefits
• Company paid family and medical leave
• Medical, dental, and vision insurance benefits
• Discounted pet insurance
• FSA/DCA and commuter benefits
• 401k
• Credits for online and in-person fitness classes/gym memberships
• Recovery suite at HQ – includes a cold plunge, sauna, and shower