Customer Support Associate

Valer; Oregon (IL); Remote; USD 45,000 - 60,000; Full time

Job summary

Join a forward-thinking company dedicated to transforming healthcare through innovative software solutions. As a Support Associate, you'll be the vital link between our customers and our engineering team, ensuring a seamless experience as you tackle support tickets and enhance client satisfaction. This role offers the chance to grow within a dynamic environment where your contributions directly impact the healthcare industry. If you're ready to take your career to the next level and thrive in a fast-paced setting, this opportunity is perfect for you.

Benefits

401K

Health Insurance

Dental Insurance

Vision Insurance

Paid time off

Remote flexibility

Qualifications

• 1-2 years of prior support experience required.
• Strong analytical and verbal communication skills are essential.

Responsibilities

• Serve as primary point of contact for Support Tickets.
• Provide timely and accurate feedback to customers.

Skills

Customer Service

Analytical Skills

Verbal Communication

Multitasking

Education

High School Diploma

Bachelor's Degree

Tools

Windows

Microsoft Office Suite

Slack

Jira

Job description

At Voluware, we are passionate about software as a SERVICE. Our customers love us and send us thank you cards. We are unconventional engineers. We are committed not only to improving but transforming healthcare.

If you want to board a rocketship, work hard, play hard, and have more awesome opportunities for your career, then we want to hear from you.

Voluware's VALER is a cloud-based application automating health care revenue operations and providing connectivity solutions among health care insurers and providers.

Voluware is looking for a talented support associate who will enjoy directly interfacing with customers and channeling their creative energies to solve real world problems.

Responsibilities:

• Serve as primary point of contact for Support Tickets
• Collaborate with Engineering, Customer Success, and Customers
• Remain current on all department communications and knowledge of policies, procedures, and changes
• Respond to customers by email
• Log into Customer Instance to resolve any customer tickets that do not require an Engineer
• Responsible for assisting with obtaining portal credentials
• Attend meetings related to portal credentials
• Maintain up to date records in Dashlane
• Provide an exceptional customer experience in an efficient, courteous, professional manner
• Track resolution progress and give status updates to customers as needed
• Apply company policy and procedures to resolve customer issues
• Log and classify all emails and requests for assistance in the email tracking software
• Provide timely and accurate feedback to customers
• Other tasks as needed
  
  

What Success Looks Like:

• In your first 30 days, you will understand current process/workflow for support, know high level customer info and key contacts, and take over first on support logging tickets and responding to clients
• In your first 60 days, you will begin to resolve non-engineering tickets on your own, demonstrate ability to work effectively to drive ticket resolution, and know when and how to use the support escalation process
• In your first 90 days, you will start to see trends in tickets, be able to pull some basic ticket reporting information, and recommend/document some processes around support
  
  
  

Requirements

Basic Requirements:

• High School Diploma or Bachelor's Degree
• 1-2 years of prior support experience
• Experience with Windows, Microsoft Office Suite, Slack and Jira
  
  

Preferred Requirements:

• Flexibility in hours
• Ability to work with a sense of urgency
• Excellent Customer Service
• Attention to detail
• Strong analytical and verbal communication skills
• Ability to multitask in a fast paced environment
  
  
  

Benefits

Job Type: Full-time

Salary Range: $45,000-60,000

Working hours: 9-5pm PST (Must be willing to work PST time zone)

Benefits include:

• 401K
• Health Insurance
• Dental Insurance
• Vision Insurance
• Paid time off
• Remote flexibility

Seniority level

• Associate

Employment type

• Full-time

Job function

• Customer Service
• Industries
• IT Services and IT Consulting