Customer Support Specialist

Job Description

Job Description

Who We Are
We are an industry-leading and award-winning, cloud-based software solution used by healthcare organizations to achieve their practitioner credentialing, privileging, and performance management goals. We have several thousand customers (healthcare organizations) worldwide; ranging from small community hospitals to large health systems. 

Applied Statistics and Management, Inc. (ASM) started locally in Temecula, California and has been in business since 1982 - under the same ownership. We continue to experience healthy growth due to our innovative, user-friendly and competitive solutions and remain industry-leading due to our incredible team of professionals with similar goals! We are known for our Customer Service, Software Implementation, Customer Training and of course our offered variety of Credentialing and Healthcare Quality product modules and solutions.

We are seeking qualified, energetic and result-oriented team members to join our current team. Ideal candidates should be people looking for a long-term position in a stable company. You will be involved in cloud computing, software as a service (SaaS), data analytics, compliance, data exchange and customer support/service and we want you to feel as passionate about these things as we are!

Job Description
We’re looking for positive-energetic, professional, motivated and reliable team members to join our wonderful team! As an Customer Support Specialist, you will be at the heart of the customer experience and we want you to feel inspired by your role and team, so your clients feel inspired by you and our solutions !

Someone successful in this role is self-motivated, resourceful, and has the ability to sustain a high level of energy, focus, and professionalism, while providing a personal experience to our customers. Customer Support Specialists are responsible for advocating for and supporting clients via timely, accurate and professional communication methods. Qualified individuals should have the ability to multitask – concisely documenting tickets while on an active phone call, as well as the ability to quickly comprehend a client’s inquiry and respond appropriately. They are required to achieve and maintain deep product knowledge, possess the ability to properly prioritize a ticket queue and accurately document and report issues to internal technical teams.

Does this sound like you or something you’d like to do? We’d love to meet you!

Responsibilities + Skills

• Excellent written communications, positive verbal energy/phone presence, and reliable with follow through - all in effort to respond quickly and accurately to client inquires (via telephone and email) and/or with other departments to assess client needs
• The ability to multi-task or task-switch efficiently in effort to prioritize and manage a ticket queue – this includes concisely documenting tickets (illustrating the reason for a client’s inquiry as well as the current progress of the ticket’s resolution) while on an active phone call or in between phone calls
• The ability to understand and take action based on the needs of different inquiry types (problems, questions, etc.), ticket priorities (urgent, high, normal, etc.) and on varying ASM products/modules
• A quick and/or communicative learner to ensure solid product comprehension and product knowledge
• The ability to self-assess current workload and either self-adjust or communicate effectively with management to prioritize the needs of the customer
• Strong comprehension skills to effectively document concise descriptions of questions, issues or full issue-to-resolution summaries on all tickets.
• Strong troubleshoot skills to accurately assess and escalate issues suspected to be related to software function and/or performance and effectively escalate to internal technical teams
• The ability to adapt to new processes and workflow adjustments to ensure a successful team and client experience
• Strong knowledge of standard operating systems, Microsoft Suite (Word, Excel, etc.), Adobe PDF, ticketing software (desirable), etc.
• Ability to be a reliable team member by maintaining consistent attendance and demonstrate positive engagement with team members
• May be required to participate in an on-call rotation during non-business hours (e.g., overnight, weekends and holidays) to provide support coverage as needed.

Desirable Experience and Education

• 2+ years in a Customer Service role or Call Center environment
• Knowledge of relational databases
• Medical Staff Services experience (not required)
• CPCS and/or CPMSM desired (not required)

Role Details and Benefits

• Full-Time In-Office Position
  • Monday through Friday
    • Probationary Period Shift: 8:30am to 5:00pm – first 90 days
    • Permanent Shift Options (after probationary period): 5:00am to 1:30pm, 6:30am to 3:00pm or 8:30am to 5:00pm
• Incredible Colleagues
• Supportive Management
• Partial Remote Option (Hybrid)
  • Available after the probationary period and once a full workload is achieved (generally around 6-8 months)
  • Is granted (and maintained) based on performance.
  • For approved agents, we allow for up to 2 remote days per week, with required full-team in-office days to support a team atmosphere/camaraderie and collaboration!
• Growth Opportunities!
  • The Customer Support Specialist group is often the ‘picking grounds’ for internal promotions or to fill openings in other departments, due to the skillset and product knowledge earned in the Customer Support Specialist role.
• Frequent department potlucks and lunches!
• While uncommon, this position may require domestic and international travel.
• Successful candidates will be subject to a criminal background check.
• Company Benefits
  • A competitive PTO structure (non-accrual – granted immediately after probationary period)
  • 100% Medical, Dental and Vision coverage for all employees
    • Several Medical Coverage options available to choose from (free and at cost)
    • Potential partial coverage for dependents too (based on the plan chosen)
  • Several supplemental benefit options (hospital confinement, accident insurance, disability, cancer insurance, etc.)
  • FSA (Flexible Spending Account)
  • DCFSA (Dependent Care Flexible Spending Account)
  • 401k
  • Weekly Company Lunches
  • Company "All-In" Days
  • Summer + Holiday Parties

Interview Process

1. Resume + Cover Letter
2. Interview(s)
   • 1st: Written Format
     • 1-3 questions/scenarios sent and replied to via email (ChatGPT is highly discouraged).
     • Qualified applicants will move to the next round of interviews.
   • 2nd: Screening Call
     • A quick 10-minute video call to discuss high-level work experience, job qualifications and role details.
     • Qualified applicants will move to the next round of interviews.
   • 3rd: In-Person Interview
     • Generally these interviews are 30 minutes long in-person with the Department Director and/or Department Management.
     • On rare occasions, we may require an additional (2nd) in-person interview with Upper Leadership and/or peers to help make final decisions.
     • If selected, qualified applicants will move to the preliminary offer stage.
3. Preliminary Offers
4. Official Offers
5. Onboarding

Comparable Roles:
Helpdesk Technician, Technical Support Representative, Customer Support Specialist, Service Desk Analyst, IT Support Technician, Customer Care Technician, Contact Center Technician, Customer Service Technician, Client Support Specialist, Call Center Support Agent, Helpdesk Support Analyst, Software Support, etc.

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