Customer Support Representative

Summary

Join TherapyNotes as a Customer Success Representative and become part of a dedicated team providing software support to behavioral health professionals. You will guide users through account setup, troubleshoot complex issues, and train them on TherapyNotes software features. This fast-paced role involves daily customer interaction and collaboration with the entire TherapyNotes team. The position is based in Horsham, PA, with remote and on-site options available. TherapyNotes offers a competitive salary, benefits package, and opportunities for professional development.

Requirements

• Customer Service Experience
• Flexible work hours required including limited nights and weekends
• Tech savvy: excellent computer and technical problem solving skills
• Excellent verbal and written communication skills
• Effectively exchange information via telephone, email, and instant messaging platforms
• Strong competence and comfort listening and responding to customer needs and concerns
• Ability to exercise composure when operating under stressful situations
• Excellent time management skills
• Team player that carries their weight, has a willingness to grow and strives for excellence
• Interest in working in an entrepreneurial, small to mid-sized business environment

Responsibilities

• Train customers on how to properly navigate and use the TherapyNotes software
• Educate customers about core software features
• Help answer complex questions and support calls about specific TherapyNotes functions
• Monitor a high volume of support requests and provide support assistance to behavioral health professionals, practice administrators, medical billers and patient appointment schedulers
• Maintain call and email database by logging support ticket information in multichannel customer support / help desk software applications
• Maintain high standards, attention to detail, accuracy and completeness
• Maintain strong knowledge and a thorough understanding of TherapyNotes features and value adds

Preferred Qualifications

• Experience working in a software support, call center, training or inside sales environment
• Experience with multichannel customer support / help desk software

Benefits

• Competitive annual salary - $50,000
• Overtime opportunities available
• Employer sponsored health, dental, vision, life, and disability insurance
• Retirement plan with company contribution
• Annual company profit sharing
• Personal development/training budget
• Open, collaborative work environment
• Extensive 2-week onboarding plan
• Comprehensive mentorship program
• Company provided refreshments and occasional lunches