SaaS Customer Support Specialist

PracticeSuite, Inc.; Ohio; Remote; USD 45,000 - 65,000; Full time

Job summary

A leading cloud computing software company is seeking a SaaS Customer Support Specialist to join their growing team. This role requires providing top-notch software support and training to healthcare facility clients. The successful candidate will have strong communication skills and thrive in a fast-paced, agile environment, ensuring customer satisfaction and retention.

Qualifications

• 4 years of experience in customer service or technical support.
• Strong written and fluent oral communication skills in English.
• Ability to thrive in a fast-paced environment with minimal supervision.

Responsibilities

• Provide high-quality software support via email and phone.
• Collaborate closely with internal teams to ensure customer satisfaction.
• Develop instructional materials and provide web-based training.

Skills

Problem Solving

Analytical Skills

Communication

Organization

Time Management

Job description

Direct message the job poster from PracticeSuite, Inc.

PracticeSuite is a national, fast-growing cloud computing software company based in Tampa, FL that provides a cloud-based 360°Office Platform to healthcare facilities. PracticeSuite has an agile management team, high employee morale, and high customer satisfaction and retention. PracticeSuite is growing rapidly and is being recognized as one of the 5 top cloud-based systems within healthcare.

We are seeking a SaaS Customer Support Specialist who can work in a fast-moving, unstructured, remote environment across multiple applications. They will be responsible for providing PracticeSuite end users with the highest quality software support via inbound customer calls and email inquiries, and are responsible for analyzing problems, researching solutions using available resources, and providing solid answers easily understood by the customers. SaaS Customer Support Specialists provide end-user support and training as well as present new services that would help existing customers. In addition, they coordinate with internal teams to ensure our clients are quickly and thoroughly supported within the proper environment to meet their business objectives, and they will coordinate with other team members for handling day-to-day support and provide proactive follow-up that exceeds our clients’ expectations.

Responsibilities:

• Respond to customer requests and questions seeking assistance with the software, service, products, and account information via telephone calls, voicemails, and emails.
• Provide web-based training.
• Develop and maintain the production of instructional materials, manuals, guides, and knowledge base content.
• Collaborate closely with Sales and Account Management teams.
• Collaborate with the End User Computing and Infrastructure teams to ensure smooth technology operations.
• Master the features and functionality of the supported software applications and maintain knowledge of software updates and enhancements.
• Provide timely and high-quality software support to end-users via email, phone, or as additional channels are identified in the future, for all our Software Solutions.
• Follow standard support procedures and processes to ensure all customer communication is fully documented in the support ticketing system in a timely manner.
• Formulate and test alternative or unique solutions to help customers achieve their goals.
• Identify and report bugs and software requests and inform management of recurring problems.
• Contribute to internal knowledge base for current and new team members and provide content for customer help center articles.
• Triage, prioritize and troubleshoot various customer queries to identify and escalate situations requiring urgent attention and redirect problems to correct resource as needed.
• Successfully manage a backlog of pending tickets and follow up with customers to ensure complete and timely resolution of issues.
• Acclimate new clients to the software and build specific workflows to meet their needs.
• Gather customer feedback, analyze it, and propose new workflows and strategies to improve the customer’s experience.
• Maintain and streamline current processes.

Qualifications:

• 4 years of experience in implementations, customer service, or technical support
• Strong written and fluent oral communication skills in English.
• Ability to problem solve with minimum supervision, strong analytical and organizational skills.
• Ability to enhance Customer Service experience through proper client care and efficient delivery.
• Clear and concise communication and documentation style.
• Ability to break down, analyze and solve complex problems.
• Organization and time management skills a MUST.
• Must be self directed and thrive in a fast paced environment with minimal direction.
• Experience supporting a healthcare or SaaS company is a plus.
• Ability to work as part of a team.

PracticeSuite is a national, fast-growing cloud computing software company based in Tampa, FL that provides a cloud-based 360°Office Platform to healthcare facilities. PracticeSuite has an agile management team, high employee morale, and high customer satisfaction and retention. PracticeSuite is growing rapidly and is being recognized as one of the 5 top cloud-based systems within healthcare.

Please visit our website to learn more about the company at www.practicesuite.com

PracticeSuite, Inc is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. PracticeSuite, Inc also complies with all applicable national, state and local laws governing nondiscrimination in employment.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Administrative and Customer Service

• Industries

  Software Development

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