Cerbo EHR is hiring a
Tier 2 Support Specialist

Summary

The job is for a Tier 2 Support Specialist at Cerbo, a healthcare SaaS company. The role involves providing customer support, resolving issues, creating training materials, and learning about the software. The ideal candidate should have excellent interpersonal skills, patience, and experience in a healthcare setting. The job offers competitive compensation, health benefits, 401(k) with matching company contribution, short-term disability & long-term disability insurance, paid time off, remote work tools, and is 100% remote.

Requirements

• Excellent interpersonal skills, patience, and the ability to quickly gain proficiency with a complex EHR
• Customer service experience
• Experience in a healthcare setting

Responsibilities

• Provide customer support via phone, email, and ticketing system
• Resolve, triage, or escalate support issues as appropriate
• Conduct screen-sharing calls to troubleshoot issues or answer questions
• Create and/or update customer facing training materials as needed
• Provide customer training, education, and process improvement where applicable
• Continuously learn and become proficient with our software and understand the appropriate workflows to help assist with customer workflow and how-to related questions
• Create a positive customer support experience, build rapport and trust with end users through professional attitude and approach to problem understanding, ensuring timely resolution, business impact evaluation and communicating the status to the end user promptly

Benefits

• Competitive compensation based on experience
• Health, dental and vision benefits
• 401(k) with matching company contribution
• Short-term disability & long-term disability insurance
• Paid Time Off policy
• Full suite of remote working tools and processes