Tier 2 Support Specialist

Cerbo OptiMantra•Atlanta, GA

1d•Remote

About The Position

Cerbo is a high-growth healthcare SaaS company, doing our part in the medical market to support holistic lifestyles and personalized medicine. Our software is purpose built for functional, integrative, direct primary care (DPC), and concierge medicine practices that are actively changing how healthcare is delivered. With our recent merger with OptiMantra, Cerbo has become one of the leading platforms in this rapidly growing market. Our customers are redefining the patient experience, and Cerbo exists to give them the technology foundation to grow, scale, and deliver better care. Our software does many different things: accounting and billing; capturing, storing, and tracking medical information; integrating with laboratories; allowing co-management of records with patients via the Patient Portal; appointment scheduling and task management; etc. This person will provide customer support directly to the users of our software and their patients, via phone and our ticketing system. Specifically, you will: Providing customer support via phone, email, and our ticketing system (Freshdesk). This will involve a regular workday schedule, with an occasional rotating weekend support shift is a must. Resolve, triage, or escalate support issues as appropriate Conduct screen-sharing calls to troubleshoot issues or answer questions Create and/or update customer facing training materials as needed Provide customer training, education, and process improvement where applicable Continuously learn and become proficient with our software and understand the appropriate workflows to help assist with customer workflow and how-to related questions Create a positive customer support experience, build rapport and trust with end users through professional attitude and approach to problem understanding, ensuring timely resolution, business impact evaluation and communicating the status to the end user promptly The job requires excellent interpersonal skills, patience, and the ability to quickly gain proficiency with a complex EHR. The ideal candidate would also have customer service experience, experience in a healthcare setting and an aptitude for utilizing Zendesk is a plus.

Requirements

Solution-oriented; passion for creative problem solving, comfortable tackling new and undefined problem spaces with minimal guidance
Proven ability to thrive in a constantly changing environment with new challenges
Be comfortable with ambiguity; startup/growth environment experience preferred
Ability to understand, synthesize, and translate between complex business problems and technical concepts
Customer focus and integrity
Exceptional written and oral communication skills that display professionalism
Detail-oriented and adopt a process-oriented mindset
Ability to react to changing situations or diffusing customer frustration in a timely, calm, and confident manner

Nice To Haves

The ideal candidate would also have customer service experience, experience in a healthcare setting and an aptitude for utilizing Zendesk is a plus.

Responsibilities

Seek out opportunities for process improvements internally
Work closely cross-functionally to resolve workflow process-related questions.
Proactively identify customer needs, challenges and manage expectations
Develop and maintain software expertise in assigned areas of the product functionality and utilize that expertise effectively and efficiently to help customers
Resolve Tier 2 tickets related to workflows, training and general questions pertaining to the functionality and best practices of the software.