Junior Solutions Architect

Tabz • New York, NY

20h

About The Position

This is an exciting opportunity to join Tabz’s growing Solutions Architecture team and contribute to the implementation journey for new customers while also providing technical support for Tabz locations.
This role is a unique blend of technical support expertise and project management skills, crucial for ensuring the successful adoption and utilization of our platform by independent pharmacies.
As a business that supports both pharmacies and their patients, you’ll provide both B2B and B2C product support for the Tabz platform and patient checkout product:
Provide technical and customer service support for pharmacies and their patients and efficiently communicate steps to resolve issues. Deliver high customer satisfaction and fast resolution times in all interactions
Identify and analyze problems and manage the Engineering bug escalation process
Maintain product feedback loop with Success and Product Teams
Develop and maintain Intercom knowledge base and macro responses
Maintain accurate records of customer interactions, inquiries, and resolutions
Analyze data and identify trends in customer support to drive customer adoption and expansion. Execute on improvement opportunities in partnership with Customer Success leadership
Work cross functionally with Customer Success and Sales on strategic customer initiatives
In partnership with the Customer Success team, you will perform operations tasks and help deliver on Tabz customer project management of pharmacy integrations and payments infrastructure:
Configure new pharmacy accounts, including both pharmacy management software systems and payments settings
Develop customer customer-facing training documentation to describe integrations between Tabz and the pharmacy’s software system
Work on additional special projects as needed to improve the customer experience

Requirements

• Tabz operates at the intersection of pharmacy, healthcare compliance, and payments. You are passionate about this space, and using technology to improve healthcare outcomes. Working at a rapidly growing startup, you are an eager learner who’s hungry to level up and solve tough problems along the way.
• Bachelor’s Degree and 3-5+ years of professional experience in a customer facing role, ideally in support or project management at a start-up or similar, fast-paced environment
• Experience with Hubspot, Zendesk and other ticketing systems / CRMs like Salesforce
• Excellent written and verbal communication skills
• Self-motivated, tenacious, goal-oriented and passionate about customer service

Nice To Haves

• Pharmacy, Healthcare and/or payments experience highly preferred, but not required

Responsibilities

• Provide technical and customer service support for pharmacies and their patients and efficiently communicate steps to resolve issues.
• Deliver high customer satisfaction and fast resolution times in all interactions
• Identify and analyze problems and manage the Engineering bug escalation process
• Maintain product feedback loop with Success and Product Teams
• Develop and maintain Intercom knowledge base and macro responses
• Maintain accurate records of customer interactions, inquiries, and resolutions
• Analyze data and identify trends in customer support to drive customer adoption and expansion.
• Execute on improvement opportunities in partnership with Customer Success leadership
• Work cross functionally with Customer Success and Sales on strategic customer initiatives
• Configure new pharmacy accounts, including both pharmacy management software systems and payments settings
• Develop customer customer-facing training documentation to describe integrations between Tabz and the pharmacy’s software system
• Work on additional special projects as needed to improve the customer experience

Benefits

• Salary band and bonus or commission (if applicable) are competitive
• Comprehensive packages, including healthcare, dental, and vision coverage
• 401(k)
• Opportunities for career growth and development in an innovative and expanded opportunity
• Collaborative and dynamic work environment

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 11-50 employees