Customer Support Specialist - Remote

Overview

We are hiring a Customer Support Specialist who works in coordination with our Customer Success Team to provide an exceptional customer experience while investigating issues, providing solutions, and contributing to the success of Klara’s users.

In Short

• Build and modify Klara electronic forms for our customers.
• Provide support to our customer base in response to Klara product requests and problems reported by our customers.
• Coordinate across departments to provide support through all stages of the customer’s journey.
• Execute an exceptional customer support experience- including responding quickly to questions (via email and online chat) and following up on reported issues.
• Investigate bugs and file tickets with our Engineering team when appropriate.
• Collect customer feedback and advocate customer needs cross-functionally.
• Identify patterns in support interactions, then take appropriate action to address these patterns.
• Help out with various Customer Success projects as needed.

Requirements

• Have 3+ years of experience in a support role.
• Have a basic knowledge of web technologies, including knowledge working with mobility focused applications.
• Consider empathy and patience to be among your top strengths.
• Have an aptitude for digesting and communicating technical concepts across audiences of varying technical ability.
• Excel at identifying problems, discovering root causes, and working quickly to find long-term solutions.
• Communicate with a professional, upbeat, and friendly tone.
• Prioritize well, especially while under pressure.
• Thrives collaborating in a team setting as well as working autonomously.

Benefits

• Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution.
• 401(k): ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation.
• Generous Paid Time Off and Paid Parental Leave programs.
• Company paid Life and Disability benefits, Flexible Spending Account, and Employee Assistance Programs.
• Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed.
• Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning.
• Global presence and in-person collaboration opportunities; dog-friendly HQ (US), Hybrid office-based roles and remote availability for some roles.
• Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our BRIC headquarters.