Support Representative - 244328

Position Overview:

This position combines behind-the-scenes operational support with direct engagement with clients, both virtually and in face-to-face settings.

Key Responsibilities:

• Actively oversee client accounts to detect potential concerns early and take initiative to resolve them efficiently.
• Respond to incoming client inquiries, acting as the first line of support for technical or service-related matters.
• Perform routine follow-ups and satisfaction check-ins to ensure continued client engagement and issue prevention.
• Make outbound calls to assist users with technical issues, reminders, or guidance-related queries.
• Manage the onboarding of new users remotely, offering step-by-step product education to encourage confident platform usage.
• Deliver user training and onboarding sessions via phone, video calls, or in-person visits to clinics, pharmacies, or clients’ homes as needed.
• Handle technical troubleshooting and organize device swaps when necessary.
• Adhere to internal procedures and policies related to support services, complaint handling, and returns management.

Qualifications:

• Previous experience in a client or patient-facing support role.
• Familiarity with the healthcare sector is beneficial.

Key Traits:

• Strong commitment to customer satisfaction, even when addressing concerns or complaints.
• Highly organized with strong attention to detail.
• Excellent communication and interpersonal skills.
• Ability to analyze situations and make sound decisions.
• Capable of managing multiple tasks effectively.

Success Metrics:

• Resolution speed for support cases.
• Effectiveness in resolving customer issues.
• Overall client satisfaction levels.

Monday through Friday 8am-430pm