Support Specialist 1

WebPT Inc; Northern (KY); Hybrid; USD 26,000 - 33,000; Full time

Benefits offered by this job

Ample Time Off for fun and rest

Work from nearly anywhere in the US

Time Off to make an impact through_vol

Multiple Employee Resource Groups (ERs

Health, Dental, Vision, 401k, HSA, any

Authenticity and Acceptance

Job summary

WebPT Inc is seeking a Support Specialist 1 to act as the front line for Members, applying deep knowledge of our software to help users get the most from WebPT’s SaaS and EMR offerings.

You’ll handle inbound calls and emails, document progress in Salesforce, escalate when needed, and contribute to our knowledgebase while meeting SLAs and complying with HIPAA and privacy requirements.

Qualifications

• Two years of experience in a fast-paced call center or customer service environment.
• Excellent phone and email communication.
• Passion for quality customer service and confident delivery.

Responsibilities

• Serve as the primary point of contact for all Members.
• Answer inbound phone calls, return calls, and follow up on emails.
• Respond to inquiries quickly and accurately.
• Document issue progress and keep Members informed.
• Escalate issues when appropriate.
• Monitor support cases in Salesforce and the help desk.
• Contribute to knowledge base to speed resolutions.
• Prioritize caseload to meet SLAs and escalate tickets as needed.
• Adhere to confidentiality and HIPAA regulations.

Skills

Customer service excellence

Effective communication

Multitasking

Organizational skills

Problem solving

Tools

Salesforce

CRM systems

Web conferencing tools

Job description

As a Support Specialist 1, you’ll be on the question-and-answer front lines, using your expert knowledge of our software to ensure our customers use WebPT’s product offerings to their full potential. That means learning WebPT products inside and out—and communicating your expertise in ways that cater to a variety of different learning styles. This role requires creativity and flexibility. At WebPT, we like to hire the most talented team members, then give them the tools to do their jobs.

What You’ll Be Doing As A Part of Our Team

• Serve as the primary point of contact for all Members
• Answer inbound phone calls as primary responsibility, return calls, and follow up on emails
• Respond to a variety of technical and non-technical inquiries as quickly and accurately as possible
• Stay in communication with each Member until you’ve resolved their issue while documenting the progress of the issue throughout
• Escalate issues to the next level of Support when appropriate
• Monitor and track support cases within Salesforce, WebPT’s help desk and customer relationship management (CRM) system
• Provide feedback on, utilize, and contribute to the knowledgebase to facilitate quicker issue resolution
• Organize and prioritize caseload to meet SLAs and identify tickets in need of escalation
• Adhere to all confidentiality and compliance regulations, including HIPAA

What You Should Have to Qualify

• Two years of experience in a fast-paced call center or customer service environment or combination of degree and experience
• Communicate effectively over the phone and via email
• Be passionate about quality customer service
• Exude confidence
• Ability to navigate multiple web applications simultaneously, and be proficient with online meeting software and web conferencing tools
• Be able to juggle many technical and administrative tasks, all with a sense of urgency, simultaneously and accurately
• Be organized, ahead of schedule, communicative, and accountable
• Be solution driven for positive outcomes

Ideally, You Would Also Have These

• Experience working is a SaaS environment or with a similar EMR platform
• Five years Customer Service experience
• Medical admin or billing experience
• Help desk, troubleshooting, or call center experience

Culture is at our Core

• Service: Create Raving Fans
• Accountability: F Up; Own Up
• Attitude: Possess True Grit
• Personality: Be Minty
• Work Ethic: Be Rock Solid
• Community Outreach: Give Back
• Health and Wellness: Live Better

About Us

Here, we work hard—but we have lots of fun doing it. We believe in equal opportunity for all, autonomy, trailblazing, and always doing right by our Members. Most importantly, though, we believe in empowering rehab therapy professionals to achieve greatness in practice. So, if you’re a can-do kinda person who loves to help Members win and enjoys working from just about anywhere—then you’ll fit right in. We’ve got big plans, but we can’t achieve them without you. Join us, and let’s achieve greatness.

Company Perks

• Ample Time Off for fun and rest
• Work from nearly anywhere in the US
• Time Off to make an impact through volunteering
• Multiple Employee Resource Groups (ERGs)
• Health, Dental, Vision, 401k, HSA, any many other benefits
• Authenticity and Acceptance

At WebPT, we're dedicated to fair and competitive compensation based upon our industry peer benchmarks. While job postings offer a pay range as a general reference, the final offer depends on candidate qualifications and experience. Our aim is to provide equitable compensation that recognizes your unique skills and contributions. During interviews, we'll discuss your qualifications and expectations, striving for a competitive and fair offer. The initial hiring range for this position is: $19.04/hr - $23.80/hr.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.