Customer Support Specialist

Summary

Join Marble, a rapidly growing health data company, as a Customer Support Specialist for a 12-month contract. You will be responsible for resolving customer, patient, and provider inquiries, exceeding service level targets, and ensuring customer satisfaction. This role involves using various communication channels (email, chat, phone) and collaborating with the Fulfillment Team. You will analyze customer concerns to improve the product and build strong customer relationships. The ideal candidate possesses 1-2 years of customer support experience, exceptional communication skills, and embodies Marble's values of Hunger, Humility, and Care.

Requirements

• 1-2 years of customer support experience
• Exceptional written and verbal communication skills
• Demonstrated behaviors that reinforce Marbles values: Hunger, Humility, and Care

Responsibilities

• Resolve inbound provider, customer, and patient inquiries
• Support the team in achieving revenue targets, reducing customer churn, and ramping current accounts
• Responsible for ensuring the voice of the customer is being heard
• Use email, chat, and phone to engage with requesters and resolve concerns within our service standard
• Perform customer outreach to ensure electronic signatures and other documentation are received in a timely manner
• Build and maintain strong customer relationships
• Communicate Marble's product clearly to external and internal stakeholders
• Understand and implement customer satisfaction measures: NPS & satisfaction ratings of clients, client feedback messages, and other diagnostic tools to report satisfaction
• Report on internal and external barriers and create action plans to resolve these barriers

Preferred Qualifications

• Experience in medical tech support
• Bilingualism is an asset

Benefits

• An opportunity to have an outsized impact at an early-stage technology company focused on solving critically important and valuable consumer healthcare data challenges
• Amazing culture powered by an inspired, highly collaborative team that believes in Medchart core values: Hunger, Humility, and Care
• Excellent visibility, growth, and personal development potential
• Highly competitive compensation and benefits in a rapidly growing, mission-driven early stage company