Client Support Specialist (Tier 1)

Title:Client Support Specialist (Tier 1)


Reporting to:Senior Manager of Client Support


Location: Remote, with preference in those in PDT time zone



Opportunity:

The Client Support Specialist is the first line of client telephone technical support, providing world-class service to our client base. With a passion for helping people, the Client Support Specialist uses exceptional technical and customer service skills to solve technical issues, thus enabling our clients and their patients to engage more fully in the patients’ care journey. If you have technical aptitude, a desire to learn, a passion for helping others and the drive to grow in your career, we want to speak with you!

Responsibilities:

• Be the voice of Get Well to our clients, ensuring a positive client experience
• Provide phone and email support to clients on a variety of hardware, software, and application issues. Intuitive questioning to understand the root cause of issues. Identify, research, and resolve technical problems remotely on computers, iPads, and Smart TVs
• A broad understanding of our product suite and outcomes is expected to facilitate understanding of the impact of technical issues on clients and patients
• Develop a deep understanding of company support operations to know when to escalate unresolved issues to the next level of support
• Highly professional communication and service skills across a diverse base of callers
• Learn new product platforms, features, updates with internal documentation, training sessions (i.e. Google Meet/Zoom) and/or working through those types of tickets
• Adapt to a fast learning execution pace and be organized in the prioritizing resolution of reported problems
• Drive efficiency through proactive process and system recommendations
• A chance to grow into other roles in the organization based on performance
• Other duties as assigned

About You:

• Strong problem-solving and time management skills
• Exceptional work ethic - reliability, dedication, consistent attention to detail in assigned tasks and enthusiasm to learn new procedures and processes
• Energetic, positive, patient, passionate, dependable, and good at multitasking in a fast-paced environment
• Passion for helping others
• Thrive on challenges and see unpredictability as an opportunity
• Strong customer service and troubleshooting skills
• Motivated by team-based approach and collaborative environment
• Natural curiosity and a desire to make an impact in the healthcare landscape
• Drive to learn and grow in your career
• Desire to be part of a larger impact

Requirements:

• General technical aptitude
• Ability to work assigned shifts, which is typically outside of standard work hours, as well as flexibility to work weekends and holidays, when scheduled, as part of a 365 days/year support environment
• Demonstrated ability to perform to high standards
• Ability to attend required training
• High school diploma required, college degree a plus
• Adhere to all organizational information security policies and protect all sensitive information, including but not limited to ePHI and PHI in accordance with organizational policy and Federal, State, and local regulations
• Basic understanding of HTTP response status codes
• A bilingual speaker is a plus (Spanish)

We are a global digital health company with more than 20 years of experience improving patient engagement. Through partnerships with some of the most progressive hospitals and health systems in the world, we use digital technology to improve the healthcare experience for patients, their families, and clinicians.

The estimated pay scale for this position is between $40,000 and $47,000 in base salary, plus annual bonus potential of 5%. Base salary is dependent upon many factors including, but not limited to, education, experience, and skills and this range is subject to change and may be modified in the future. In addition to compensation, Get Well offers a comprehensive benefit package, 401K and incentive plans, open paid-time away, paid leave programs, wellness reimbursement, cell phone subsidy, peer recognition programs, health advocacy and employee assistance programs, pet insurance, and so much more.

Get Well is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status.