Technical Account Specialist

Interra Health • Boston, MA

20d • $43,000 - $56,500 • Remote

About The Position

The Technical Account Specialist will provide serves as the front-line level support to our for customers, physicians and nurses, and their end users. The focus of this role is to remove friction in the prescribing process so clinicians can devote more time to patient care so that they may spend more time with patients and less time writing prescriptions. This position requires strong problem solving-skills, clear communication, and customer-first mindset to deliver timely, effective resolutions. Success in the role depends on balancing efficiency with empathy, working closely with colleagues in a collaborative environment, and consistently upholding the standard of meeting or exceeding client expectations.

Requirements

• Associate’s Degree in Software or a Technical related field; or equivalent experience with a minimum of two (2) years of Software/IT Support experience in a customer-facing role.
• Proficient in the use of Microsoft Office Suite.
• Desire to assist with and improve trouble-shooting documentation.
• Ability to utilize a case management tool to record detailed notes and manage customer communication (e.g., Salesforce, ServiceNow, ZenDesk).
• Strong problem-solving skills.
• Excellent verbal and written communication and presentation skills.
• Ability to provide quick and accurate updates and solutions to customers.
• Detail oriented with the ability to multitask and manage time in a fast-paced, ambiguous environment.
• Must be able to work independently while being a proactive team member.

Responsibilities

• Accept incoming phone support calls, support emails, and inbound support cases via our customer community portal.
• Work with customers to gather information, request pertinent details, and assess issues.
• Leverage various tools, documentation, and knowledge bases to assist customers with finding a resolution or escalating the case to a secondary level of support.
• Utilize available documentation to understand the DoseSpot software applications.
• Own specific client accounts to coordinate issue management and escalation engagement.

Benefits

• Medical, dental, and vision insurance for you and your family, plus a company funded FSA & HSA (dependent on which medical plan you choose)
• 401(k) company match
• One-time workspace reimbursement to help you optimize your remote workspace
• Annual company offsite
• Generous leave package including flexible time off policy that encourages team members to take time off to relax and recharge; plus 13 paid holidays, paid sick leave, and paid parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree