Support Specialist

2 weeks ago

Austin, United States Kleer and Membersy Full time

**Support Specialist**

**The Day-to-Day**

You will handle patient inquiries, troubleshoot technical issues, and ensure smooth usage of the software for our practices. This includes (but is not limited to):

- **Track member-related support issues** and assist in trend analysis.
- **Proactively engage with members and partners** to ensure they are utilizing and renewing their membership.
- **Effectively communicate with members** to create a professional and memorable experience at every touch point of the brand.
- **Provide fantastic customer support to our members and partners **ensuring a resolution is achieved for every contact.
- **Assist in improving internal wiki and knowledge base **documentation.
- **Update reports and provide feedback** based on data for management review.
- **Aid in process improvement initiatives** for the betterment of the department.
- **Ensure compliance** with all company and regulatory requirements set forth for support.
- **Collaborate with cross-functional teams** to ensure practices and members support needs are being escalated and resolved as needed.
- **Assist management in understanding process bottlenecks**, inconsistencies, and communication challenges, and provide recommendations for a better experience for our employees, members, and partners.

**To Be Successful**

Do these things sound like you? Yes? Good — you're well on your way to being a successful Support Specialist with us
- Starting with the obvious: you are PASSIONATE (Seriously, you must LOVE what you do)
- You have 1+ years in an operational or support-driven profession.
- You are process-oriented, curious, and have a desire to learn.
- You are organized, diligent, dependable, accountable & coachable.
- You can think creatively and find a solution when your previous experience doesn't offer a direct pathway.
- You can follow directions but are also self-directed in moments where guidance isn't provided - you can work with team members to move the ball forward without someone looking over their shoulder.
- You know ticketing and CRM tools.

**To Thrive**

We're an entrepreneurial, creative, and passionate group — and if these things sound like you, you won't just fit in. You'll thrive with us.
- Self-starter with the ability to "figure it out" but not afraid to ask questions.
- Comfortable with Zendesk and Salesforce.
- No stranger to playing hard and working harder while treating others with respect and dignity.

**Our Advantage**

If you're asking yourself "what are the perks of working with us?" Don't worry. We've got you covered.
- We are a Best Places to Work recipient — because we understand the meaning of work hard, play hard
- You'll get some skin in the game with employee equity.
- We stand behind and celebrate our core values.
- There's transparent communication from the top down.
- You'll have a collaborative, smart, and forward-thinking team to share ideas with.
- You'll have a direct, meaningful impact as we scale.
- You'll experience a culture filled with opportunities to connect in person and virtually.
- We have a casual dress code.
- We offer hybrid and remote work schedules.
- And we've got you covered in all the most important benefits: health, 401k match, wellness, disability, employee discounts, time away — and more

**Our Commitment to You**

**Be yourself. Always.**

We want you to be you — because how boring would life be if we were all the same?

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