Support Specialist

SimplePractice

2d•$46,000 - $48,000

About The Position

SimplePractice is built for our customers, and supporting their success is our top priority. We strive to provide unparalleled support and encourage our customers to always let us know how we can improve our products. In this role, you’ll use your passion for collaboration and technology to provide our customers with a world-class experience. You would act as the front line of communication with our customers, serving inbound phone calls as well as assisting customers via chat and email. This role will give you the opportunity to provide tangible value and support to our growing community. This is a full-time hourly (non-exempt) position, with overtime available during peak seasons. We’re looking for individuals that can also offer non-traditional business hours availability, including weekends and evening hours, to help us manage our response time goals throughout the entire week.

Requirements

You have a bachelor’s degree from an accredited college or university
You have demonstrated the ability to self-manage towards a set of defined goals & prioritize among many different tasks
2 to 3 years in a customer support or service industry role, serving a diverse and professional customer base
Excellent communication, problem solving, and phone skills
Comfortable working directly with customers in urgent and sensitive scenarios
A sense of urgency to complete work efficiently and accurately
Comfortable with ambiguity to determine the best solution for our customers
Comfortable with simultaneously managing and troubleshooting a large number of computer-based programs, applications, and toolsets to perform job duties (e.g., Slack, Asana, Zendesk, Google Workspace)

Nice To Haves

You're highly empathetic, patient, and really love helping people
You have excellent written and verbal communication skills, with an emphasis on a casual, friendly, and conversational tone
You're self-managing and self-motivating, can organize in a multitasking environment, and can adjust priorities as needed
A plus if you have past experience working with Zendesk or in SAAS companies

Responsibilities

Address basic customer questions about our company and platform’s features
Using critical thinking, professionally provide accurate and thoughtful information to all inbound customer questions by either solving them directly via phone, chat, and/or email meeting SLA targets and following all security and compliance requirements
When necessary, transfer customer calls and/or chats to other appropriate Customer Success team members for email follow-up
Schedule live customer screen-sharing sessions and initiate outbound phone calls as needed
Identify patterns in incoming calls and chats and keep an eye out for potential issues
Escalate product issues to our Technical Support Specialists
Contribute to achieving ambitious revenue goals
Implement strategies to directly impact trial-to-paid conversions and customer retention
Identify and maximize opportunities for potential upsales and paid add-on feature adoption
Help identify potential product enhancements, including for paid add-on features like Telehealth
Maintain alignment with the larger Customer Success team and other internal stakeholders
Identify and report knowledge gaps and work to get them added to our knowledge systems
Work with other SimplePractice teams to handle customer inquiries when inter-department collaboration is needed