[Hiring] Client Support Specialist @Cleerly

Role Description

Our Client Support team provides Level 1 & 2 technical, operational support, and change management support to existing, expanding, new, and potential clients who work with Cleerly. This team is responsible for triaging incoming cases, issue resolution, and change requests for our product.

In this role you would be a Client Support Specialist triaging and investigating customer service problems and interfacing between our Implementation, Sales, Client Success, Technology, Medical Affairs, Operations and Marketing teams to solve and prioritize minor to critical issues.

• Support clients using Salesforce and ticketing tools.
• Apply critical thinking skills in collaboration with leadership to build a case and raise awareness on high-impact problems for quick resolution.
• Process and send requests for customer payments, track outreach, and work cross-departmentally to ensure patients' Cleerly results are sent to and from Cleerly.

Responsibilities

• Must be available to work Monday - Friday (Time to be determined).
• Triage and troubleshoot problems and identify issues requiring Product, Quality, or Engineering attention, while also addressing user error or unexpected behavior.
• Process user changes within the software system.
• Stay current on product updates, changes, and tests that could affect front line teams.
• Schedule CCTA (coronary CT angiogram) appointments with imaging centers nationwide.
• Collect payment from patients using a third-party payment platform.
• Manage workflows and time commitments for quick and thorough resolution.
• Support evolving business needs and volume by acquiring targeted expertise across multiple product types and tools.
• Manage ticketed complaints in accordance with Regulatory policies.

Qualifications

• 2+ years of experience working in a fast-paced, data-focused, and investigative environment.
• Triage for complaints and surface through internal workflow with Medical Science Liaison and Regulatory and Quality teams.
• Experience designing workflows and processes.
• 2+ years’ experience with Salesforce or other CRM Ticketing systems.
• Proven critical thinking skills.
• Ability to manage open cases concurrently and maintain follow-up until resolution.
• Demonstrated ability to gather and quantify evidence needed to fully investigate and solve reported issues.
• Ability to distinguish product issues, quality risks, and user error root causes.
• Excellent verbal/written communication skills, with the ability to explain technical concepts in a simple way to non-technical audiences.
• Must be willing to work in PT or MT time zones, and work either 11am - 7pm PST, or 12pm - 8 pm MST shifts.

Compensation

• Base Salary: $65,000 - $80,000.
• Total Target Compensation (TTC): $71,500 - $88,000.
• This role is eligible for a 10% target annual bonus.
• Final compensation is determined based on location, experience, skills, and internal equity.
• Additionally, stock options, paid benefits, and employee perks are part of your total rewards.

Core Values

• H: Humility - be a servant leader.
• E: Excellence - deliver world-changing results.
• A: Accountability - do what you say; expect the same from others.
• R: Remarkable - inspire & innovate with impact.
• T: Teamwork - together we win.

Don’t meet 100 percent of the qualifications? Apply anyway and help us diversify our candidate pool and workforce. We value experience, whether gained formally or informally on the job or through other experiences.

Job duties, activities, and responsibilities are subject to change by our company.

OUR COMPANY IS AN EQUAL OPPORTUNITY EMPLOYER. We do not discriminate on the basis of race, color, national origin, ancestry, citizenship status, protected veteran status, religion, physical or mental disability, marital status, sex, sexual orientation, gender identity or expression, age, or any other basis protected by law, ordinance, or regulation.

For more information see our Privacy Policy ( https://cleerlyhealth.com/privacy-policy ). All official emails will come from @cleerlyhealth.com email accounts.