Tier 3 Production Support Specialist providing technical support in healthcare technology. Enhancing customer experience by addressing software - related inquiries and issues across the production environment.
About the role
- Senior Customer Support Specialist managing SaaS customer application support and case resolution tasks. Coordinating with cross-functional teams for issue escalation and working within a cloud-based environment.
Responsibilities
- Management of case queues, including, but not limited to, timely handling, escalation, and resolution.
- Coordination with Senior Managers and cross-functional teams to ensure successful handling of escalated issues.
- Coordination with vendors and cross-functional teams to resolve issues and escalations.
- Adherence to quality standards and best practices.
- Identification and resolution of customer interaction issues.
- Execution of processes and internal and external communications for release-related items.
- Creation and maintenance of product support documentation (troubleshooting, technical how-to’s, etc.)
- Provide feedback and suggestions to improve the support processes, tools, and resources.
- Identify and escalate any issues or gaps in the escalation process.
- Positively contribute to the team culture with a continuous improvement mindset.
- Advocate for the customer.
- Be an ally of the support representatives, a partner committed to supporting them and helping them succeed.
- Strong understanding of the complex tasks within the support representative job function.
- Maintain a thorough knowledge of all company policies, especially those that affect customer application support metrics or performance standards.
Requirements
- Minimum 3 years working in SaaS customer application support.
- 5+ years working in SaaS application support.
- Bachelor’s degree in business, healthcare, technology, or a relevant field.
- Experience with Salesforce Service Cloud.
- Experience in HME, Home Health, or the healthcare industry.
- Proven ability to implement and execute customer support best practices.
- Proven track record of analytical skills.
- Solid understanding of data analysis, reporting tools, and application support metrics.
- Ability to work in a fast-paced, collaborative, customer-focused environment with the ability to own areas of the product with minimal supervision.
- Proficiency with Microsoft Office Suite (Outlook, Word, and Excel).
- Proficiency with customer service software tools.
- Must be a quick learner, self-directed and motivated.
- Must have a great attitude, be willing to learn, and have a continuous improvement mindset.
Benefits
- Other tasks and responsibilities as assigned.
- Occasional travel.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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