Clipboard Health is hiring a
Customer Support Specialist

Summary

The job is for a Documents Subject Matter Expert (SME) at Clipboard Health in the Asia-Pacific region. The role involves managing cases, offering guidance to team members, taking ownership of daily tasks, collaborating with various teams, and staying updated on product updates.

Requirements

• Ability to resolve customer issues with empathy and action
• Exceptional written and verbal communication skills
• Comfortable handling ambiguous situations and adaptable to constant change
• Possess an ‘I can handle anything’ mentality
• Demonstrate a high degree of motivation, self-direction, and initiative to achieve the goals of the team and organization
• Exceptionally detail-oriented
• Ethical and unbiased integrity and decision-making abilities
• A positive mindset that elevates the entire team
• Located in the Asia-Pacific region

Responsibilities

• Manage cases in the escalations queue during shifts, ensuring timely resolution and SLA adherence
• Offer timely and accurate guidance to team members and other departments via Slack, addressing inquiries and clarifying complex concepts
• Take ownership of daily tasks related to process status changes, request processing, mapping, unread documents, and special projects, ensuring compliance and efficiency
• Collaborate with the team to review and enhance process content, identifying gaps or inaccuracies and providing valuable suggestions for improvement
• Work efficiently and effectively to ensure customer inquiries are resolved fully and promptly
• Collaborate with customer support, general operations, product, customer success, and legal teams to address issues and improve processes
• Manage and maintain communication on multiple platforms to effectively solve issues for Clipboard Health’s partner facilities and professionals
• Stay updated on product updates to ensure actions are based on the most current organizational information