Product Specialist — Customer Success & Support (Remote)

Fortell; New York (NY); Hybride; USD 60 000 - 75 000; Plein temps

Avantages offerts par ce poste

Medical, dental & vision

401(k)

Paid PTO & sick days

Stock options

Résumé du poste

Fortell is seeking a highly motivated Product Specialist to drive customer conversion, retention, and satisfaction. You will become the product expert across the customer journey and work cross‑functionally to ensure client success and ongoing product improvement.

This hybrid role can be based in New York City or remote within the U.S. Pacific Time Zone, with a schedule including Tuesday–Saturday or Sunday–Thursday, 9 am–6 pm PST. Expect weekend coverage to align with West Coast hours.

Qualifications

• 2+ years of experience in operations, customer service or sales in healthcare or related field.
• Excellent written and verbal communication with a warm, empathetic style.
• Ability to de-escalate concerns and turn challenges into positive outcomes.
• Strong organizational skills with the ability to manage multiple interactions.

Responsabilités

• Conduct intake calls to understand customer needs and educate them on products and services.
• Drive a high scheduling rate of qualified leads by communicating value and addressing questions.
• Resolve customer concerns promptly to ensure a seamless, well-supported journey.
• Provide Bluetooth and iPhone support, coaching on device use and confidence.
• Support Zoom and remote care sessions with a patient‑focused approach.
• Troubleshoot products in person and remotely to deliver timely solutions.
• Maintain accurate customer records in Salesforce, Intercom, and other platforms.
• Commit to learning complex clinical concepts and technology to better educate clients.
• Collaborate with the team to improve product offerings and customer experience.
• Cover front desk or office manager tasks as needed, including greeting clients and managing appointments.

Connaissances

Customer service

Healthcare knowledge

Communication

Sales acumen

CRM proficiency

Outils

Salesforce

Intercom

Description du poste

Fortell is seeking a highly motivated Product Specialist to drive customer conversion, retention, and satisfaction. You will become the product expert across the customer journey and work cross‑functionally to ensure client success and ongoing product improvement.

This hybrid role can be based in New York City or remote within the U.S. Pacific Time Zone, with a schedule including Tuesday–Saturday or Sunday–Thursday, 9 am–6 pm PST. Expect weekend coverage to align with West Coast hours.