Note: The job is a remote job and is open to candidates in USA. CipherHealth is an award winning software company committed to enhancing care coordination and outcomes across the continuum. As a Customer Support Specialist, you will be responsible for solving end user support tickets, assisting healthcare professionals, and collaborating with internal teams to improve customer experiences using CipherHealth solutions.
Responsibilities
- Address customer queries accurately and efficiently, leveraging your subject matter expertise in CipherHealth solutions
- Facilitate superior customer communication, prioritizing assignments to meet urgent deadlines
- Prepare comprehensive procedures in an easily-digestible format for team reference
- Configure our solutions using the CipherHealth platform for different customer use cases
- Collaborate with the Customer Success and Product teams in the development and design of creative solutions
- Create both customer-facing and internal collateral supporting our solutions
Skills
- Adept problem-solving skills with the ability to deconstruct advanced concepts
- Exceptional attention to detail and unwavering commitment to excellence
- Strong understanding of CRM systems (Familiarity with Salesforce Service Cloud is a bonus)
- An enthusiastic mindset for delivering outstanding support experience to our customers via email and phone channels
- Comfort in coordinating and delivering on numerous technical projects with varied stakeholders
- Innovative thinking with the capacity to determine (in technical terms) diverse stakeholders' requirements
- Independent working style, capable of making informed decisions with minimal supervision
- Stellar teamwork attitude with effective written/verbal communication skills; ability to connect with both technical and non-technical teams, demonstrating strong empathy and evaluating risks
- Familiarity with SaaS-based technologies
- Prior work experience in a user-facing support team
- Experience in executing data interfaces and integrations, including SFTP, HL7, SSO, etc
Benefits
- Generous company-funding of our health, vision, and dental plans
- HSA/FSA plans
- Short and Long-Term Disability
- Life and Personal Accident Insurance
- $40 monthly wellness stipend you can use towards any wellness, fitness, and wellbeing purchases
- Employee Assistance Program (EAP)
- Adoption Assistance
- 401(k) at three months of employment — with a match upon enrollment!
- Discretionary PTO + 13 paid holidays
- Competitive paid parental leave and flexible return to work policy
- Generous Employee Referral Program - earn cash for each employee referral that is hired
- Yearly Cipher-versary stipend
- Ci-Phives - receive public kudos and gift cards from peers and managers
- CARE2 Values
- Monthly All Teams Meetings
- Employee Resource Groups such as Rainbow Room and BIPOC Group
- Internal Webinars and robust onboarding / training programs
- Remote-first team: $50 per month reimbursement in your check for WFH expenses
- You'll receive a new Macbook laptop, other hardware, and company swag upon hire
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