Customer Success Specialist - Tech Support

Who We're Looking For:

In this full-time role, you will work with new and existing customers to ensure that they are successful with the LeadingReach platform and are able to overcome any obstacles. It is your responsibility, alongside the Customer Success & Network Management teams, to ensure each customer succeeds in reaching their goals while building confidence in their use of the LeadingReach product. As a product expert, you will help our Customers through the common challenges they may face when implementing new healthcare technology. You will be the front line specialist when any question and/or problem arises.

In this role, it is imperative to understand the customers needs and their use cases and know how to be a trusted partner so customers stay and grow with LeadingReach. You will manage numerous customer requests/tickets at different stages of the customer lifecycle with ease.

If you love working with customers and enjoy solving technical issues, you are the person we are looking for.

Who We Are:

Based in Austin, Texas, LeadingReach is a HIPAA-secure, web-based platform that connects healthcare providers together on the LeadingReach Network enabling them to refer patients, share clinical documentation, and communicate digitally, reducing the need for faxes and phone calls between providers.

What You Will Do:

• Function as the voice of the customer and provide internal feedback on how LeadingReach can better serve our customers
• Handle support tickets and incoming customer support chats/calls in a timely manner - (in product chat experience is a plus!)
• Potentially be available outside standard business hours (chat/phone support) if needed
• Extensively use our CRM to maintain accurate activity, contact and account information of all customers and prospects while ensuring data integrity, quality and cleanliness
• Ensure that tickets and tasks are following SLAs
• Be a team player who can work independently, think creatively, solve problems, and takes initiative
• Perform other related duties as assigned
• Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific practice needs
• Provide clarity and internal resolutions for our hardworking Network Management team
• Expedite issues & coordinate with our awesome QA & Product Teams to resolve bugs and communicate outcomes with our customers

What You Need:

Minimum Requirements:

• Excellent verbal and written communication skills
• Reliable internet with a strong connection required
• Previous technical support experience preferred
• Self-starter, able to work independently without supervision
• Ability to access and accurately input sensitive information with confidentiality required
• Enjoys working closely with customers to ensure complete satisfaction
• Bachelor’s Degree preferred or work equivalent required
• Prior experience with SaaS application preferred
• Self-motivated team player who has fresh ideas when it comes to user adoption and churn mitigation
• Familiarity with Zoho CRM, Google Apps, Microsoft Office, Mac & Windows Operating Systems and other SaaS products is a plus
• Keen eye for detail and organization of tasks to stay on target for SLAs
• Minimum 2 + years in a customer success/service role
• Experience in the healthcare industry preferred

What We Offer:

Benefits & Perks

• Employee Assistance Program - $0 cost to you and your household
• Company-sponsored health, vision and dental benefits
• Competitive salary ($50K-$55K)
• 100% Remote, must be based in U.S
• Flexible schedule that emphasizes a collaborative team synergy with personal accountability
• "Pay It Forward" and Career Development Opportunities
• 20 days PTO, 4 paid mental health days, plus paid holidays
• Startup environment within a stable, industry-leading company
• Matching 401k with no vesting period
• Regular company (often themed) events: virtual happy hours, our annual company holiday party, group game nights and other fun team events