Customer Support Specialist

Applied Statistics & Management Inc.•Temecula, CA

9d•$23 - $30•Hybrid

About The Position

We are an industry-leading and award-winning, cloud-based software solution used by healthcare organizations to achieve their practitioner credentialing, privileging, and performance management goals. We have several thousand customers (healthcare organizations) worldwide; ranging from small community hospitals to large health systems. Applied Statistics and Management, Inc. (ASM) started locally in Temecula, California and has been in business since 1982 - under the same ownership. We continue to experience healthy growth due to our innovative, user-friendly and competitive solutions and remain industry-leading due to our incredible team of professionals with similar goals! We are known for our Customer Service, Software Implementation, Customer Training and of course our offered variety of Credentialing and Healthcare Quality product modules and solutions. 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

Excellent written communications
Positive verbal energy/phone presence
Reliable with follow through
Ability to multi-task or task-switch efficiently
Quick and/or communicative learner
Strong comprehension skills
Strong troubleshoot skills
Ability to adapt to new processes and workflow adjustments
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

2+ years in a Customer Service role or Call Center environment
Knowledge of relational databases
Medical Staff Services experience
CPCS and/or CPMSM desired

Responsibilities

Respond quickly and accurately to client inquiries (via telephone and email) and/or with other departments to assess client needs.
Prioritize and manage a ticket queue, including concisely documenting tickets while on an active phone call or in between phone calls.
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.
Achieve solid product comprehension and product knowledge.
Self-assess current workload and either self-adjust or communicate effectively with management to prioritize the needs of the customer.
Document concise descriptions of questions, issues or full issue-to-resolution summaries on all tickets.
Accurately assess and escalate issues suspected to be related to software function and/or performance and effectively escalate to internal technical teams.
Adapt to new processes and workflow adjustments to ensure a successful team and client experience.
Maintain consistent attendance and demonstrate positive engagement with team members.
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