Remote Customer Support Associate

Summary

Join our team as a Customer Support Specialist and be part of a dynamic support team that helps independent primary care providers thrive. As a key member of our customer-facing team, you will provide exceptional support to customers via email, chat, phone, or screen share, troubleshooting common issues with Elation's EHR, Billing, and Patient Passport applications.

Requirements

• Manages time effectively and works independently, self-starter
• Strong desire to learn new material and thrives in an ever-changing environment
• Detail oriented and able to manage multiple tasks at once
• Ability to think critically and make sound decisions with inputs from customers and available resources
• Collaborates effectively with both customers and internal teams
• Empathetic in their approach to work, and passionate about the user experience we support
• Demonstrates strong written and verbal communication skills, professionalism
• Effectively ascertains when work requires escalation to leads or manager. 

Responsibilities

• Managing daily support ticket volume, ensuring each customer is provided a response within 24 hours and resolution within 3 business days
• Responsible for covering urgent-ticket shifts to assist providers who are blocked from caring for their patients and need immediate assistance
• Responsible for developing an in-depth understanding of the Elation EHR, Elation Billing, and Patient Passport applications
• Foster trusted relationships with our graduated users by addressing customer service requests through email, chat, phone or screen share
• Participate in weekly urgent shift rotations after two-three months in the role
• Participate in 2 to 3 weekend/holiday on-call rotations per year

Benefits

Health insurance