Customer Support Associate - Remote

Overview

At Voluware, we are passionate about software as a SERVICE. Our customers love us and send us thank you cards. We are unconventional engineers. We are committed not only to improving but transforming healthcare.

In Short

• Serve as primary point of contact for Support Tickets
• Collaborate with Engineering, Customer Success, and Customers
• Remain current on all department communications and knowledge of policies, procedures, and changes
• Respond to customers by email
• Log into Customer Instance to resolve any customer tickets that do not require an Engineer
• Responsible for assisting with obtaining portal credentials
• Attend meetings related to portal credentials
• Maintain up to date records in Dashlane
• Provide an exceptional customer experience in an efficient, courteous, professional manner
• Track resolution progress and give status updates to customers as needed
• Apply company policy and procedures to resolve customer issues
• Log and classify all emails and request for assistance in the email tracking software
• Provide timely and accurate feedback to customers
• Other tasks as needed

Requirements

• In your first 30 days, you will understand current process/workflow for support, know high level customer info and key contacts, and take over first on support logging tickets and responding to clients
• In your first 60 days, you will begin to resolve non-engineering tickets on your own, demonstrate ability to work effectively to drive ticket resolution, and know when and how to use the support escalation process
• In your first 90 days, you will start to see trends in tickets, be able to pull some basic ticket reporting information, and recommend/document some processes around support

Benefits

• Work hard, play hard environment
• Opportunities for career advancement
• Be part of a passionate team transforming healthcare