Customer Support Specialist

Our Customer Support team ensures that our physicians, staff and patients have a successful Elation experience while advocating for their needs internally. We are looking for an empathetic, creative and detail oriented relationship manager to further develop our engagement efforts.

Responsibilities

  • Managing daily support ticket volume, ensuring each customer is provided a response within 24 hours.
  • Responsible for covering urgent-ticket shifts
  • Foster trusted relationships with our graduated users by addressing customer service requests through email, phone or screen share
  • May require non-standard business hour shifts.
  • Engage our users proactively to uncover success themes and concerns, and create action plans if appropriate
  • Take part a quarterly on-call rotation across customer facing teams that supports users outside of business hours for urgent issues
  • Identify changes to processes that need improvements within the team

Qualifications

  • Highly organized and energized by getting things done; skilled at project management and excellent at multi-tasking
  • Deep user empathy and an uncompromising commitment to delivering a delightful customer experience
  • Ability to synthesize both qualitative and quantitative data into presentations
  • 1-2 years in relationship management or customer service role that involved cross team collaboration
  • Confident communicator and skilled negotiator who can deliver a delightful, empathetic user experience

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