Remote Customer Support Specialist, SME

Summary

Join Clipboard Health as a Documents Subject Matter Expert (SME) and contribute to ensuring accuracy and compliance in business operations while providing exceptional service to healthcare professionals.

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

Benefits

Dedicated to cultivating an inclusive and diverse workplace where we celebrate the richness of each person's background and perspective