Position Overview:
This position combines behind-the-scenes operational support with direct engagement with clients, both virtually and in face-to-face settings.
Key Responsibilities:
- Actively oversee client accounts to detect potential concerns early and take initiative to resolve them efficiently.
- Respond to incoming client inquiries, acting as the first line of support for technical or service-related matters.
- Perform routine follow-ups and satisfaction check-ins to ensure continued client engagement and issue prevention.
- Make outbound calls to assist users with technical issues, reminders, or guidance-related queries.
- Manage the onboarding of new users remotely, offering step-by-step product education to encourage confident platform usage.
- Deliver user training and onboarding sessions via phone, video calls, or in-person visits to clinics, pharmacies, or clients’ homes as needed.
- Handle technical troubleshooting and organize device swaps when necessary.
- Adhere to internal procedures and policies related to support services, complaint handling, and returns management.
Qualifications:
- Previous experience in a client or patient-facing support role.
- Familiarity with the healthcare sector is beneficial.
Key Traits:
- Strong commitment to customer satisfaction, even when addressing concerns or complaints.
- Highly organized with strong attention to detail.
- Excellent communication and interpersonal skills.
- Ability to analyze situations and make sound decisions.
- Capable of managing multiple tasks effectively.
Success Metrics:
- Resolution speed for support cases.
- Effectiveness in resolving customer issues.
- Overall client satisfaction levels.
Monday through Friday 8am-430pm