Collaboratemd - Customer Service And Support Specialist (Remote, Us)

Customer Service and Support Specialist - CollaborateMD - REMOTE (US)

At EverCommerce [Nasdaq: EVCM], we are on a mission to digitally transform the service economy with tailored, end-to-end SaaS solutions that simplify and empower the lives of our 685,000+ customers. As a leading service commerce platform, our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals in the areas of Home & Field Services, Health Services, and Fitness & Wellness industries.

We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://careers.evercommerce.com/us/en

We are looking for a Customer Service and Support Specialist to focus on our CollaborateMD. CollaborateMD is part of the EverHealth vertical of EverCommerce. Our mission is to build a technology platform that enables medical practices of all sizes to make care more informed, more personalized, more interactive, and more adaptable. Our platform has been used by thousands of physicians who in turn have provided care to millions of patients. Our products can be completely tailored to any medical practice—small, large, or specialty—and are open to third-party innovation via a robust API. Our people and the enthusiasm for healthcare is contagious. We’re one of the most tech-forward healthcare players in the EHR industry and our philosophy “more time with patients, less time doing paperwork” drives constant innovation throughout the company.

Responsibilities:

• Represent the voice of the customer by gathering and sharing customer feedback about our products and service
• Work to identify the root cause of the clients' problem, providing answers and solutions in a way that is easily understood, guiding promptly through the resolution while also delighting the customer
• Provide excellent customer care and focus; focusing on assessing the customers’ needs and provide the correct answer, path, troubleshooting, or method for an outstanding customer experience.
• Actively participate in developing the company knowledge base as well as improving team and customer resources by recognizing patterns of technical issues trends through customers' outreach and recommendations for self-service articles
• Navigate through applications and company tools to research and resolve customer inquiries
• Utilize internal tracking tools to manage issues between customers, sales, support, and engineering
• Provide software support for our clients by answering and responding professionally to urgent inbound tickets, chats, and calls, tracking them at various stages of completion
• Work cross-departmentally with multiple teams to find, analyze, and resolve client issues.
• Be a support representative and consultant for various subjects related to the DrChrono platform, both the web and mobile application, iOS features, and Partner information.
• Provide recommendations to your leadership team about how to improve customer experience
• Strive to meet and go above personal and team targets and goals
• Proactively identify clients experiencing repeated issues or requests that are not resolved to the clients' satisfaction while identifying possible opportunities for escalation
• Work closely with the account management team to maintain a continuous knowledge of accounts.

Skills and Experience needed for success in this role:

• Ability to prioritize tasks and carry out responsibilities with minimal direction
• A positive and proactive approach to handling challenging situations
• Excellent time management, project management, and organizational skills
• 1+ years in a healthcare setting
• Experience working directly with customers and the willingness to do what is right for customers, the company, and team members in all circumstances - strong customer focus and a high level of empathy.
• 3+ years in a genuine customer-facing, internal support, or customer service role
• Outstanding oral and written communication skills (writing exercise will be requested as part of the interview process)
• Exceptional listening skills, with attention to detail
• 3+ years troubleshooting and or technical support experience
• Ability to understand and follow customer service procedures and policies and actively participate in continuously improving them
• Ability to convey technical information to a general audience
• Ability to manage a high volume of clients at any given time
• Experience and knowledge in Zendesk and Jira is a plus
• Excellent problem solving and analytical skills
• Aptitude for learning new technologies quickly
• Ability to work with a multicultural and virtual team

Where:

The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in the United States – if you’re close to one of our offices, we can set you up in-office or you can work 100% remotely. Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America.

Benefits and Perks:

• Student Loan Repayment Program
• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
• 401k with up to a 4% match and immediate vesting
• Robust health and wellness benefits, including an annual wellness stipend
• Flexible and generous (FTO) time-off
• Continued investment in your professional development through Udemy
• Employee Stock Purchase Program

Compensation:

The target base compensation for this position is $35,500 - $41,600 USD per year in most US locations. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above.

EverCommerce is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We look forward to reviewing your credentials and getting to know more about your experience!