Customer Support Specialist

Applied Statistics & Management•Temecula, CA

35d•Hybrid

About The Position

We are seeking qualified, energetic, and result-oriented team members to join our current team. Ideal candidates should be people looking for a long-term position in a stable company. You will be involved in cloud computing, software as a service (SaaS), data analytics, compliance, data exchange and customer support/service and we want you to feel as passionate about these things as we are! We’re looking for positive-energetic, professional, motivated and reliable team members to join our wonderful team! As an Customer Support Specialist, you will be at the heart of the customer experience and we want you to feel inspired by your role and team, so your clients feel inspired by you and our solutions! Someone successful in this role is self-motivated, resourceful, and has the ability to sustain a high level of energy, focus, and professionalism, while providing a personal experience to our customers. Customer Support Specialists are responsible for advocating for and supporting clients via timely, accurate and professional communication methods. Qualified individuals should have the ability to multitask – concisely documenting tickets while on an active phone call, as well as the ability to quickly comprehend a client’s inquiry and respond appropriately. They are required to achieve and maintain deep product knowledge, possess the ability to properly prioritize a ticket queue and accurately document and report issues to internal technical teams.

Requirements

2+ years in a Customer Service role or Call Center environment
Knowledge of relational databases
Strong knowledge of standard operating systems, Microsoft Suite (Word, Excel, etc.), Adobe PDF, ticketing software (desirable), etc.
Ability to be a reliable team member by maintaining consistent attendance and demonstrate positive engagement with team members

Nice To Haves

Medical Staff Services experience
CPCS and/or CPMSM desired

Responsibilities

Excellent written communications, positive verbal energy/phone presence, and reliable with follow through - all in effort to respond quickly and accurately to client inquires (via telephone and email) and/or with other departments to assess client needs
The ability to multi-task or task-switch efficiently in effort to prioritize and manage a ticket queue – this includes concisely documenting tickets (illustrating the reason for a client’s inquiry as well as the current progress of the ticket’s resolution) while on an active phone call or in between phone calls
The ability to understand and take action based on the needs of different inquiry types (problems, questions, etc.), ticket priorities (urgent, high, normal, etc.) and on varying ASM products/modules
A quick and/or communicative learner to ensure solid product comprehension and product knowledge
The ability to self-assess current workload and either self-adjust or communicate effectively with management to prioritize the needs of the customer
Strong comprehension skills to effectively document concise descriptions of questions, issues or full issue-to-resolution summaries on all tickets.
Strong troubleshoot skills to accurately assess and escalate issues suspected to be related to software function and/or performance and effectively escalate to internal technical teams
The ability to adapt to new processes and workflow adjustments to ensure a successful team and client experience
Strong knowledge of standard operating systems, Microsoft Suite (Word, Excel, etc.), Adobe PDF, ticketing software (desirable), etc.
Ability to be a reliable team member by maintaining consistent attendance and demonstrate positive engagement with team members
May be required to participate in an on-call rotation during non-business hours (e.g., overnight, weekends and holidays) to provide support coverage as needed.

Benefits

Competitive PTO structure (non-accrual – granted immediately after probationary period)
100% Medical, Dental and Vision coverage for all employees
Several Medical Coverage options available to choose from (free and at cost)
Potential partial coverage for dependents too (based on the plan chosen)
Several supplemental benefit options (hospital confinement, accident insurance, disability, cancer insurance, etc.)
FSA (Flexible Spending Account)
DCFSA (Dependent Care Flexible Spending Account)
401k
Weekly Company Lunches
Company "All-In" Days
Summer + Holiday Parties
Partial Remote Option (Hybrid) Available after the probationary period and once a full workload is achieved (generally around 6-8 months)
Growth Opportunities