Customer Success Support Lead - Remote

Overview

Quality Coding Software Solutions is seeking a Customer Success Support Lead to support our Managed Care and Community based healthcare clients. We offer an exciting opportunity to support health care insurers and providers in improving health care outcomes for vulnerable populations. Our solutions positively impact over two hundred fifty thousand health plan members.

In Short

• Develop strong knowledge of our Healthcare SaaS Solutions
• Serve as the first point of contact for customers seeking technical assistance
• Respond to all helpdesk and Knowledge Center support inquiries
• Diagnose customer issues with probing questions, reports, and cross-functional department collaboration
• Document customer interactions, details of inquiries, complaints, comments, actions taken, and resolutions in Jira
• Provide customer support via email, video meetings, or over the phone and walk customers through the resolution process and next steps
• Provide a timely first response and resolution of issues with accurate information for end users to meet contractual health plan SLAs
• Provide product report suggestions to support customer inquiries
• Provide information about QCSS products and services
• Lead the daily Help Desk Stand-Up Meeting
• Participate in maintaining and improving helpdesk standard operating procedures

Requirements

• 3 - 5 years working for a software business
• 3 - 5 years proven work experience as a Help Desk Associate/ Lead or other technical customer support role
• Detail oriented, self-starter with a desire to learn and take on new responsibilities
• An energetic, friendly, knowledgeable and optimistic attitude
• A strong work ethic and willingness to learn
• Excellent written and oral communication skills
• Proficiency in Jira, Microsoft Excel, PowerPoint, and Word

Benefits

• Remote work opportunity
• Supportive work environment
• Opportunity to impact healthcare outcomes
• Professional development opportunities
• Collaborative team culture
• Flexible work hours
• Participation in company meetings
• Diversity and inclusion initiatives
• Health and wellness programs
• Annual performance reviews