Technical Escalation Specialist

Sunnyvale, California
Customer Success
Full-time

In this role you will...

    • Act as a liaison and coordinate internal efforts to obtain issue resolution for reported escalated issues that have a significant impact on the business relationship or affect productivity of our customers.
    • Ensure customer escalations are resolved within agreed upon timelines, process change ideas are implemented, and Influence others towards action and change.
    • Manage assigned DrChrono customer incidents requiring technical assistance and oversee support cases and escalations.
    • Complete analysis and presents periodic reviews of escalations impact on customer success team and DrChrono customers.
    • Coordinate upgrade/release activities in tandem with the product and engineering team. Work with internal user and clients to test and confirm readiness of deployed remediating solutions to the production environments.
    • Use all key customer resolution tools across all service groups to facilitate rapid resolution of customer concerns.
    • Work closely with Account Management to develop, maintain and ensure adherence to SLAs.
    • Work closely with vendors to ensure smooth technical operations of partner and client integrations. This includes lab partners, software partners, integration partners and API partners.  

You have...

    • 3 years experience using SalesForce, Zendesk, and/ or Jira
    • 3 years Healthcare/ EHR experience
    • Written communication skills including publicly available knowledge base articles, FAQs, video, tutorial content, white papers or other documents.
    • Self-motivated, autonomous. The role will require someone to take the initiative when working with their enterprise customers.
    • High attention to detail and organization skills. Must be willing to juggle many things at once and prioritize effectively.
    • Creative problem solver who can think strategically on the fly.
    • Enjoy working closely with customers to ensure value is realized beyond established customer success metrics.

Company perks include...

    • You’ll be working with a vibrant diverse team that is made up makes up of individuals truly passionate about revolutionizing the future of healthcare.
    • Up to 90% health, dental, and vision coverage for the employee and their dependents starting on your first day at DrChrono.
    • A fully equipped gym in both of our Hunt Valley, MD & Sunnyvale, CA locations as well a subsidized fitness classes in your area.
    • We have a partnership with Apple so all employees get access to the latest apple gear- iOS devices, iPads, & MacBooks.
    • Catered lunches once a week and a stipend lunch twice a week.
    • We offer an employee benefit where DrChrono contributes to employee childcare costs.
    • 401k matching program.
    • Generous paid-time and paid holidays.
    • Flexible schedule and remote policy.