Customer Support Specialist

NRC Health•Lincoln, NE

11d•Remote

About The Position

At NRC Health, we promise to help our customers bring Human Understanding to healthcare for their patients and communities. Our associates are at the heart of delivering that promise, so we promise that same Human Understanding to each other. Come where culture is everything. Our associates. . . Have Purpose – we do work that matters for our partners, the community, and the healthcare industry. Innovate with us to move healthcare forward. Give back to the community with paid volunteer time off. Think Boldly – we have big ideas and are empowered to “think like an owner.” Fit your role and do what you love. Grow and develop along a career path designed by you. Feel Connected – our favorite thing about our workday is each other. Support one another – no one says, “That’s not my job.” Celebrate with each other at bee r :30, virtual events, and company gatherings. Be Understood – we are each unique and want to live our best lives at work and home. Let life happen with 4+ weeks time off and up to 12 weeks paid support for parental and emergency leave. Live healthy with complimentary lifestyle and financial coaches, a wellness program , and a comprehensive insurance plan. As a Customer Support Specialist, you have a passion for providing exceptional customer service and a relentless drive to resolve issues. You will be responding to customer requests via calls, email and chat, and will quickly assess needs to provide accurate support and work to resolve issues in a timely manner. You may also need to escalate issues to other teams as needed, facilitating quick follow-through and closing the loop with the customer. Following the issue, you will document all support interactions in detail. You’ll maintain a high-touch, calm, courteous and professional demeanor at all times , using problem-solving and people skills to resolve issues quickly and provide exceptional customer experiences to everyone you work with. You will be responsible for staying up-to-date on company news, product statuses, new features and process changes. You will use available resources to troubleshoot and resolve issues and will contribute to materials as needed to assist the team in resolving issues quickly. Additionally, there may be other duties as assigned.

Requirements

Associates degree or 1-2 years of related customer service/customer support experience
Strong written, verbal and interpersonal communication skills
Exceptional self-motivation, time management and problem-solving skills
Eagerness to deliver the best possible experience in all customer interactions
Enjoy supporting customers and working to resolve issues in a timely fashion
Calm, courteous and professional at all times when providing customer service
Aptitude for technology and a willingness to learn and adapt to change
Exceptional evaluative, analytical and problem-solving skills with keen attention to detail
Ability to dive into details and present ideas in a business-friendly, user-friendly language to all customers
Capability of simultaneously managing multiple streams of work to improve satisfaction and retention by meeting or exceeding customer expectations

Responsibilities

Responding to customer requests via calls, email and chat
Quickly assess needs to provide accurate support and work to resolve issues in a timely manner
Escalate issues to other teams as needed, facilitating quick follow-through and closing the loop with the customer
Document all support interactions in detail
Maintain a high-touch, calm, courteous and professional demeanor at all times
Use problem-solving and people skills to resolve issues quickly and provide exceptional customer experiences
Staying up-to-date on company news, product statuses, new features and process changes
Use available resources to troubleshoot and resolve issues
Contribute to materials as needed to assist the team in resolving issues quickly
Other duties as assigned