Customer Support Specialist

RxVantage

12d•Remote

About The Position

The Customer Support Specialist will assist RxVantage in transforming how medical practices engage with life science resources to improve patient care. Trusted by more than 12,000 medical practices and all major life science companies, RxVantage has powered over 6 million educational exchanges between healthcare teams and life science companies. As a Customer Support Specialist you will be a subject matter expert in RxVantage solutions, becoming proficient with all aspects of the application’s functionality in order to analyze, troubleshoot, diagnose and resolve customer issues. The position provides world class solutions-oriented technical support with a strong focus on customer service that is designed to maximize customer satisfaction.

Requirements

2+ years of experience in customer or technical support
Experience working with case management or CRM platforms, Salesforce is a plus!
Bachelor's Degree or equivalent work experience
Strong troubleshooting skills and technical aptitude
Strong work ethic and relentless attention to detail
Excellent written and verbal communication skills
Desire to learn and receptive to feedback
Empathetic with a customer first mindset

Responsibilities

Respond to customer inquiries via phone, email, chat in a timely and professional manner.
Monitor our admin database to help troubleshoot issues for customers
Accurately log all customer interactions (Issue, troubleshooting steps and resolution) in Salesforce to ensure all necessary data is documented
Direct and escalate complex issues to appropriate company personnel
Follow-up with customers to ensure issues are resolved and satisfaction is achieved
Meet or exceed established KPI’s such as response SLA’s, resolution SLA’s, CSAT, Case Quality, etc.
Stay current on product releases and known issues to ensure we accurately support and educate customers
Work cross functionally to resolve customer issues
Contribute to and maintain internal and customer facing knowledge base
Provide input to develop and refine customer support systems and processes
Adhere to attendance and schedule expectations
Other duties and responsibilities as assigned

Benefits

Competitive Salary
100% Company-Paid Premiums for Employee’s Medical Health (HDHP 4500), Vision, and Dental Plans + $4,400 company sponsored contribution into an HSA
Short-term and Long-term Disability
Life Insurance
401k Matching
Work from Anywhere within the US
Flexible PTO
100% Paid Parental Leave
Post-Parental Leave Program - $5k stipend to assist with expenses, 4 week 100% paid “Ease-Back” return to work transition period
Charitable donation matching