Customer Support Associate - Remote (Latin America) Job at Qventus
The Company
Did you know there is over $1 trillion of waste every year in healthcare? One of the biggest contributors to the staggering amount of waste is inefficient operations. If you’ve ever spent hours waiting in the ER; if a hospitalized family member experienced a delayed discharge; if you’ve had to schedule a surgical procedure far into the future due to lack of available Operating Room time — then you understand the kinds of problems we solve.
Our mission is to simplify how healthcare operates. We partner with health systems to automate care operations — all of the operational activities involved in delivering care, from discharge planning, to OR access, to patient flow, and more. Our software combines AI, machine learning, and behavioral science to power best-practice solutions for settings across the hospital and system. Solving those problems not only benefits patients, but it also eases the burden on physicians and nurses, and drives significant economic value for hospitals as well.
We work with leading health systems, academic medical centers, and community hospitals across the country. We’ve raised over $95M in funding from some of healthcare’s leading investors, including Thomas H. Lee Partners, Bessemer Venture Partners, Norwest Ventures Partners, Mayfield Fund, and more. We’ve also been recognized by Fast Company’s 2022 World Changing Ideas Awards, The Robert Wood Johnson Foundation, CB Insights, and more.
Are you interested in simplifying how healthcare operates? Then join our amazing, mission-driven team and help health systems discover world-class operations that are essential to delivering world-class care.
The Role
As the Customer Support Associate, you aim to deliver a delightful member experience for our customers. You will be responsible for handling all inbound customer support inquiries, which includes management of ticket life-cycle, from initial triaging to providing effective and timely resolutions. The Customer Support Associate will also work alongside the customer success and technical operations teams to ensure seamless implementations and maintain deployment health. This is a full-time, remote position.
Core Responsibilities:
- Handle inbound inquiries and issues from customers through various support channels (email, chat)
- Become an expert on our product in order to provide accurate solutions for our customers
- Devise creative solutions to problems and escalate critical support tickets to relevant development teams when appropriate
- Resolve issues within agreed-upon service level agreements
- Track tickets and pinpoint root causes to identify trends in client issues
- Report support ticket trends to relevant teams and develop plan to address recurring pain points
- Assess need for internal monitors to proactively identify product and data issues
- Ensure ticketing management system automations are aligned with our internal and agreed upon policies
- Develop, maintain, and own internal customer support troubleshooting knowledge base
- Create and maintain in-app guides, messaging, and new feature alerts
- Assist with customer onboarding and training
- Conduct product office-hours for existing customers
- Work alongside the technical operations team and assist with initial data validation
Minimum Requirements:
- A minimum of 1 year of customer support experience in a technical environment or equivalent experience
- At least 1 year of experience working cross-functionally (sales, customer success, R&D)
- Experience managing ticket life-cycle via ticketing systems (e.g. Zendesk)-must understand the chain of command
- Experience providing end-user onboarding and training support
- Strong English communication skills, both written and verbal.
- Experience working with Google suite
- Must be able to accommodate working 8:00 AM - 3:00 PM ET
Qventus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
Candidate information will be treated in accordance with our candidate privacy notice which can be found here: https://qventus.com/ccpa-privacy-notice/
#LI-REMOTE
Candidates must be located in Mexico, Colombia, Argentina, Peru, Chile, Guatemala, Ecuador, Bolivia, Dominican Republic, Honduras, Paraguay, El Salvador, Costa Rica, or Uruguay.
Employment is contingent upon satisfactory completion of our pre-employment background investigation and drug test
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