Customer Success Specialist – Phone/Chat/Case Mgmt

AIPI Acquire Intelligence Philippines Inc.; Pasig; On-site; PHP 300,000 - 520,000; Full time

Job summary

AIPI Acquire Intelligence Philippines Inc. is seeking a Customer Success Specialist in Manila to support clients using our healthcare software. The role emphasizes troubleshooting, ownership of cases, and in-depth product knowledge to improve client satisfaction and practice efficiency.

Join a team focused on training healthcare professionals, resolving software issues, and delivering exceptional service across channels. On-site position with growth opportunities within a global outsourcer.

Qualifications

• 2+ years in technology with client service experience.
• Proficient with Windows workstation/server environments.
• Strong English written and verbal communication skills.
• Tech-savvy with understanding of how medical practice needs can be better supported through technology.

Responsibilities

• Respond to inbound client calls, chats and cases regarding client products while troubleshooting.
• Resolve cases with emphasis on first contact resolution.
• Develop understanding of client product knowledge, architecture, and solutions.
• Demonstrate product knowledge to support clients in tailoring the service to their practice needs.
• Assist clients with health of their business through using Solutionreach software.
• Communicate effectively with clients via phone, email and chat.

Skills

2+ years technology experience

Windows OS

English communication

Database familiarity

Troubleshooting

Tools

Software training

Job description

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

POSITION DESCRIPTION

Customer Success Specialists-CA, CM, Pod Leader Manila, Philippines Reporting to: Team Leader We’re an award-winning global outsourcer providing contact center and back office services. As Customer Success Specialist, your role is integral in keeping our customers happy and contributing to the success of our organization. We are focused on delivering technology and expertise to deliver better care and build a more profitable practice. We show practices how to improve the patient experience and connect with patients in the way they want to connect.

A SNAPSHOT OF YOUR ROLE

A Customer Success Specialist is not your typical person in a client-facing role. Our Customer Success Specialists rectify existing problems and troubleshoot potential problems, and while utilizing excellent, in-depth knowledge of company products. They are innovative, enthusiastic, and creative problem solvers with the knack for troubleshooting technology. In addition to troubleshooting, they will act with full ownership meaning they discuss the benefits our software offers to assist our clients with their practices. This position will contribute to the growth by interacting with medical and healthcare professionals, staff and administrators to train them on our technology. Providing exceptional support to new clients and on-going support and training to current clients is one of our three-fold objectives as a company.

DUTIES AND RESPONSIBILITIES

• Effectively respond to inbound client calls, chats and cases regarding client specific products while troubleshooting our software
• Act with determination and full ownership to resolve all cases with importance on first contact resolution
• Develop and understanding of client product knowledge, architecture, and solutions
• Demonstrate comprehensive product knowledge to support our clients in personalizing our service to their practice’s needs
• Exhibit a speed to success through effective troubleshooting
• Showcase the ability to resolve synchronization software functioning issues
• Responsible for managing cases and ensuring timely resolution of client concerns
• Provide expert advice to assist clients with the health of their business through using Solutionreach software
• Demonstrate drive for the success of our client’s practices
• Must be able to effectively problem solve intense software issues while utilizing tools for creative solutions and communicating to the client the steps taken to obtain the resolution
• Responsible for empowering and educating clients on self-help options by teaching customers how to effectively use the knowledgebase by searching and locating their answers together
• Effectively communicate with the client base via phone email and chat

A BIT ABOUT YOU

Have at least 2+ years’ experience in the field of technology with additional client service experience Proficient and experienced in Windows workstation and server environments Strong communicator and social skills Familiar with one or more database types Able to troubleshoot, test, report, document, install and train on software Strong English written and verbal communication skills Tech savvy with an understanding of how medical practice needs can be better supported through technology

PREFERRED QUALIFICATIONS

• Prior experience in the Saas industry
• Prior consultant experience in assisting customers to utilize software effectively
• Knowledge of Max OS workstations and server environments
• Command prompt and terminal command knowledge
• Other related medical software and/or technology experience
• Medical office experience working with PM/EMR/HER software on a day-to-day basis
• Prior case/account leadership

WHAT SUCCESS LOOKS LIKE

• High customer satisfaction.
• Achievement of pre-defined KPIs and SLAs.
• Excellent feedback from customers.

Join the A-Team and experience the A-Life! Acquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages.

Acquire takes your privacy very seriously. The information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities. If you have provided consent and wish to withdraw it, you may click on the account settings and submit a request to delete your information. You may also inform us by writing to the address in the section on "Access Rights to Personal Data" or send us an email to [e-mail]. Please refer to our Privacy Policy at https://acquire.ai/ph/privacy-policy/