Customer Success Specialist - Hunt Valley Location

Hunt Valley, Maryland
Customer Success
Full-time
Do you enjoy finding solutions to problems? Do you have a passion for a career in customer support? If yes, then this is the position for you!
The Customer Success Specialist is the initial point of contact for our clients in answering tickets,  inbound phone calls, emails or chat interactions. This position involves troubleshooting within the drchrono software, researching solutions, and providing resolutions to Tier 1 technical and service problems. This person ensures proper escalation procedures are followed within Zendesk while performing assigned functions according to standardized policies and procedures. This person is accountable for customer satisfaction by achieving specific prescribed, measurable performance goals on a daily basis.


In this role you will...

    • Provide amazing customer supportResolve web based and phone requests via Zendesk (our CRM), phone, GoToMeeting trainings and other tools
    • Be a support representative and consultant for a variety of subjects related to the drchrono platform, iPad, iPhone, desktop, mobile applications, and other tools
    • Talk to users about technical issues and troubleshoot in a way customers can understand
    • Utilize internal tracking tools to manage issues between customers, sales, support, and engineering
    • Respond professionally to urgent inbound phone callsIdentify and escalate priority issues
    • Monitor and control numerous concurrent tasks in tandem
    • Train old and new clients in all aspects of the drchrono platform

You have...

    • 1+ years in a genuine customer facing, Internal support or customer service role
    • 1+ years troubleshooting
    • 1+ years in a healthcare setting
    • The ability to manage a high volume of clients at any given time
    • Excellent time management, project management and organizational skills
    • A positive and proactive approach to handling tough situations
    • Exceptional listening skills, with attention to detail
    • Excellent verbal and written communication skills
    • A passion for working in healthcare

Bonus Skills

    • Knowledge/experience with measuring, improving customer satisfaction and loyalty
    • Previously worked in a start-up environment
    • EHR / Healthcare experience
    • 1 year experience using SalesForce or other CRM