Hybrid Senior Customer Support Specialist – Quality

Posted 3 weeks ago

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About the role

  • 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

Senior Customer Support Specialist – Quality

Job type

Experience level

Senior

Salary

Not specified

Degree requirement

Bachelor's Degree

Tech skills

Location requirements

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