Customer Experience Associate

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Respond to a high volume of incoming inquiries via phone and email while maintaining a professional and empathetic demeanor, even under pressure.

• Support users with both standard and advanced practice management activities, including navigating the platform, utilizing features, generating financial and operational reports, and following supported workflows.

• Troubleshoot and resolve software issues, investigate browser management and configuration problems, install and uninstall company software, and research/document unusual technical behaviors.

• Advise clinics on the correct data entry standards necessary for comprehensive system-wide performance reporting.

• Thoroughly document each customer interaction in Hubspot, providing details about the customer's issue, the research conducted, testing performed, and the ultimate resolution.

• Quickly recognize when an issue exceeds the scope of Level 1 support and smoothly escalate it to Level 2 Support.

⛳️ Requirements

• High school diploma or equivalent is required.

• A minimum of 4 years of experience in a customer-facing role.

• At least 3 years of experience in a technical support position.

• Previous experience in a Software as a Service (SaaS) environment is preferred.

• Familiarity with modern ticketing, documentation, and communication tools such as HubSpot, Jira, Confluence, Slack, and Google Workspace.

• Strong foundational knowledge of web browsers (Chrome, Edge, Safari), browser troubleshooting, and both Windows and macOS platforms.

• Basic understanding of HIPAA compliance, data privacy regulations, and the significance of safeguarding Protected Health Information (PHI).

• Capability to diagnose and resolve basic hardware issues, including TWAIN printers and document scanners.

🏝️ Benefits

• Equipment: Provided

• Paid time off

• Diverse Challenges: Each day presents new opportunities and unique challenges that make your work engaging and fulfilling.

• Team Collaboration: Collaborate with a supportive team that values your insights and contributions.

• Inclusivity: Join an inclusive and diverse workplace that appreciates your contributions.