Customer Support Associate

Summary

Join Elation Health as a Customer Support Specialist and become a vital part of our First Response team. You will triage, respond to, and resolve customer cases related to our Elation and Passport applications. This role involves troubleshooting, answering how-to questions, and collaborating with other team members. You will manage daily support ticket volume, ensuring timely responses and resolutions. The ideal candidate possesses strong communication, problem-solving, and collaboration skills, along with empathy for our customers. Experience in customer service or healthcare is preferred, and familiarity with Salesforce and Jira is a plus.

Requirements

• Manage time effectively and work independently, be a self-starter
• Possess a strong desire to learn new material and thrive in an ever changing environment
• Be 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
• Collaborate effectively with both customers and internal teams
• Be empathetic in your approach to work, and passionate about the user experience we support
• Demonstrate strong written and verbal communication skills, professionalism
• Effectively ascertain when work requires escalation to leads or manager
• Bachelor’s degree or equivalent experience

Responsibilities

• Field common first response customer and patient cases and cases: 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 an in depth understanding of the Elation and Patient Passport applications. Most support tickets will require basic troubleshooting skills and the ability to point customers towards our resources
• Foster trusted relationships with our graduated users by addressing customer service requests through email, phone or screen share
• Collect pertinent information from customers and escalate complex cases to Senior Customer Support Associates
• 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

Preferred Qualifications

• 1+ years of experience in a customer service, customer-facing or healthcare environment
• Familiarity with Salesforce & Jira platforms