[Hiring] Support Specialist @WebPT

Role 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. This role requires creativity and flexibility.

• 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

Qualifications

• 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
• Technical aptitude and proven ability to use web browser, web applications, and other forms of technology

Requirements

• Experience working in 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

Benefits

• 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, and many other benefits

Company Description

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, we believe in empowering rehab therapy professionals to achieve greatness in practice. 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.