Tier 2 Support Specialist

Summary

Join Cerbo, a high-growth healthcare SaaS company, as a Tier 2 Support Specialist! You will provide exceptional customer support to users of our cloud-based EHR software via phone, email, and our ticketing system. This role requires excellent interpersonal skills, patience, and the ability to quickly master a complex EHR. You will resolve, triage, or escalate support issues, conduct screen-sharing calls, and create training materials. The position offers competitive compensation, comprehensive benefits, and a 100% remote work environment. We are seeking a solution-oriented individual who thrives in a dynamic environment and possesses strong communication skills.

Requirements

• Excellent interpersonal skills
• Patience
• Ability to quickly gain proficiency with a complex EHR
• Solution-oriented; passion for creative problem solving, comfortable tackling new and undefined problem spaces with minimal guidance
• Proven ability to thrive in a constantly changing environment with new challenges
• Ability to understand, synthesize, and translate between complex business problems and technical concepts
• Customer focus and integrity
• Exceptional written and oral communication skills that display professionalism
• Detail-oriented and adopt a process-oriented mindset
• Ability to react to changing situations or diffusing customer frustration in a timely, calm, and confident manner

Responsibilities

• Provide customer support via phone, email, and our ticketing system (Freshdesk)
• 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
• Seek out opportunities for process improvements internally
• Work closely cross-functionally to resolve workflow process-related questions
• Proactively identify customer needs, challenges and manage expectations
• Develop and maintain software expertise in assigned areas of the product functionality and utilize that expertise effectively and efficiently to help customers
• Resolve Tier 2 tickets related to workflows, training and general questions pertaining to the functionality and best practices of the software

Preferred Qualifications

• Customer service experience
• Experience in a healthcare setting
• Aptitude for utilizing Freshdesk
• Be comfortable with ambiguity; startup/growth environment experience preferred

Benefits

• Competitive compensation based on experience
• Comprehensive health, dental and vision benefits
• 401(k) plan with matching company contribution
• Short-term disability & long-term disability insurance
• Paid Time Off policy and company holidays
• Full suite of remote working tools and processes
• Location : 100% Remote