Customer Success Technical Specialist

Summary

Join PerfectServe, a fast-growing healthcare technology company, as a Customer Success Technical Specialist! You will provide technical expertise and support to customers, optimizing their use of PerfectServe's clinical communication, scheduling, and patient engagement solutions. This role involves collaborating with internal teams and clients to resolve technical issues, improve adoption, and ensure customer satisfaction. You will manage escalated service requests, contribute to documentation, and proactively educate clients on self-administration tools. The ideal candidate possesses strong technical skills, excellent communication abilities, and a passion for exceeding customer expectations. PerfectServe offers a remote-first work environment and a comprehensive benefits package.

Requirements

• Have excellent technical expertise and the ability to apply PerfectServe in complex environments
• Have the ability to juggle multiple tasks and address technical issues in high-pressure situations
• Have the ability to establish and maintain relationships with day-to-day operational contacts
• Have excellent written and spoken communication skills
• Have exceptional customer service skills. Takes pride in consistently exceeding customer expectations
• Motivated to advance career and company
• Ability to adapt to change
• Strong work ethic
• Bachelor’s degree or equivalent work experience
• Excellent verbal and written communications skills

Responsibilities

• Provide tactical day-to-day support to main operational contacts
• Understand clinical workflows and how PerfectServe can be best applied to improve them
• Partner with key customer contacts to improve adoption, train on best practices in self-administration, and optimize account configuration
• Collaborate with Support Center staff to ensure accurate and timely resolution of service requests by PerfectServe’s support center
• Provide technical expertise to the Support Center, Customer Success Advisors, Account Executives, and their customers
• Manage and resolve complex and escalated service requests and configuration changes
• Communicate product release notes and scheduled downtimes to their customers
• Manage the customer downtime and incident report (IR) process
• Contribute to product, process, and best practice documentation
• Utilize Zendesk for collaboration and documentation of complex workflow revisions to ensure a positive client experience
• Proactively work with clients to provide education on PerfectServe’s self-administration tools and capabilities

Preferred Qualifications

• 1+ years work experience on PerfectServe’s implementation and/or support center teams
• 2+ years work experience supporting SaaS customers or troubleshooting technical workflows
• Healthcare or clinical workflow experience

Benefits

• Remote first work environment
• Health, Dental, Vision, Life and Disability Insurance options available day one
• 401K - with match and immediately vested
• 17 company holidays, 2 floating holidays plus competitive paid time off policy
• Internal Advancement Opportunities