Customer Support Specialist

Summary

Join Clipboard Health's dynamic team as a Documents Subject Matter Expert (SME)! In this crucial role, you will ensure accuracy and compliance in business operations, verifying facts and details to align with healthcare professionals' requirements. You'll manage escalations, guide team members, and collaborate across departments to improve processes. This position requires exceptional communication, problem-solving skills, and a detail-oriented approach. The ideal candidate will thrive in a fast-paced environment and possess a positive, can-do attitude. Located in the Asia-Pacific region, this role offers the opportunity to contribute to a growing company dedicated to improving healthcare.

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
• Minimum 15Mbps wired internet connection
• CPU: Minimum i5, 8th gen or higher, AMD Ryzen 5 2000 series or higher, Apple M1 or higher
• RAM: Minimum 12 GB (Recommended 16 GB)
• Quiet working environment
• Steady power and internet connection
• Headset with noise cancellation feature

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