Customer Support Specialist

| Santa Monica

The Customer Support team serves as the initial point of contact for post-website launch requests. The support team handles requests, complaints and feedback via phone and email through Salesforce. As an Analyst, this position will handle incoming customer case and phone requests in compliance with the team’s Time-to-Respond and Time-to-Resolve Service Level Agreements (SLA’s) without sacrificing customer satisfaction.

Our customer base consists of medical professionals (e.g., doctors, dentists, front-office managers of medical practices) who use our PatientPop marketing platform. The scope of support questions from customers includes:

  • Requesting changes to their design or content to their website
  • Billing questions
  • Assistance with online scheduling and their practice portal
  • Edits to web profiles
  • General site revisions

Responsibilities:

  • Case queue management which includes phones, email, and LiveChat
  • Prioritize cases based on escalations, resolution time, and severity
  • Communication with doctors, staff, and third parties as well as internal communication
  • Manage relationships with our Customer Success Managers, Designers, Digital Marketing Associates, and Implementation Managers
  • Manage open tasks with other departments to ensure on-time completion
  • Support the team to meet bonus and OKR metrics
  • Take ownership on assigned cases

Skills:

  • Ability to effectively communicate both written and verbally
  • Ability to manage multiple projects simultaneously while maintaining strict attention to detail
  • Expertise in problem-solving
  • Able to handle stressful situations
  • Meet deadlines
  • Positive attitude

Desired Experience:

  • Experience using Salesforce.com Accounts, Contacts, Service Console, Cases, Knowledge Articles, Live Agent chat
  • College degree and experience in the healthcare technology field
  • At least 1 year of experience in a customer facing position
  • Proven ability to drive results under pressure and in the face of ambiguity.
  • Thorough understanding of the principles of EMR best practices.
  • Ability to work with minimal supervision, including attempting to solve problems before asking for assistance.
  • Ability to flourish in a high growth tech environment where change is constant.

Nice to haves:

  • SaaS Industry Experience
  • Account Management/Implementation Experience
  • Knowledge/Experience with one or more of the following: Athenahealth, Dentrix, Greenway, Allscripts, AdvancedMD, Eaglesoft, eClinicalWorks, ChiroTouch.

"We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws , including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.”

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • Google AnalyticsAnalytics
    • AxureDesign
    • InVisionDesign
    • SketchDesign
    • MoqupsDesign
    • Google DrawingsDesign
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM

Location

A block from Ocean Ave., the beach, tons of restaurants and Third Street Promenade: eat, sunbathe, shop -- or do all three -- on your break.
214 Wilshire Blvd, Santa Monica, CA 90401

Insider's spotlight

What’s the vibe like in the office?

There's a lot of chemistry. All of us are, honestly, really good friends. I know that sounds cheesy and everybody probably says that, but we do a lot of fun stuff together outside of work. Those relationships make communication and collaboration that much stronger during work.

Kirsten

Manager of Customer Success

What kinds of technical challenges do you and your team face?

We are currently working on ways to streamline our internal workflows. I love creating and improving our automation tools so that our implementation managers can focus more on their providers and less on the backend.

David

Web Administrator

How does the company support your career growth?

PatientPop allows the flexibility for us (graphic designers) to push our platform's limits and learn how to create within boundaries, which is vital to the success of any artist.

Patric

Sr. Website Designer

At PatientPop, we’re big believers in transparency. It’s important to Travis and myself that we arm our employees with all of the information they need to make decisions. We empower them to make those decisions autonomously.

Luke

Co-Founder and Co-CEO

On the engineering team, everyone from interns all the way to a Sr. Engineers are given a lot of autonomy and responsibility. So you’ll notice as early as your first day, you're already working on the product and with the team to get something delivered. That's really unique.

Aashin

Director of Engineering

Perks of working here

401(K)
Casual Dress
Commuter Benefits
Company Equity
Company Outings
Conferences & Training
Dental Benefits
Fitness Subsidy
Flex Work Hours
Generous PTO
Happy Hours
Health Benefits
Generous Parental Leave
Parking
Pet-Friendly Office
Recreational Clubs
Some Meals Provided
Stocked Kitchen
Vision Benefits
Volunteering Opportunities
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