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Product Support Specialist

2 months ago

Boulder, United States Collectly Inc Full time
About Collectly:

Collectly is a fast growing and profitable healthcare tech startup that leverages proprietary interfaces with electronic health record systems to improve the patient financial experience. Over 300,000 patients are engaged daily across thousands of medical practices in the US to accelerate and increase patient cash flow, streamline pre and post-service billing operations, and provide the best patient experience that works for all demographics.

Job Overview:

We are seeking a qualified Product Support Specialist to help us grow our support and client satisfaction. This is an exciting opportunity to get in at the ground floor with maximum potential for career growth and the ability to make an immediate impact on our existing customer base. Our ideal candidate has experience in identifying product bugs and communicating with clients and internal stakeholders effectively.

Candidates located near Boulder, Colorado only will be considered as this role does have an on-site requirement.

Responsibilities
    • Respond promptly to customer inquiries via phone, email, and chat.
    • Provide clear and concise instructions to users to resolve basic technical issues and answer general product questions.
    • Document and track customer interactions, issues, and resolutions using our support ticketing system.
    • Escalate unresolved issues to Tier 2 support or appropriate departments, ensuring timely and accurate follow-up.
    • Collaborate with the product and engineering teams to identify and report software bugs or feature requests.
    • Maintain up-to-date knowledge of Collecty's products, features, and updates to provide accurate information to customers.
    • Assist in creating and updating user guides, FAQs, and other support documentation.
    • Participate in regular training sessions to continuously improve product knowledge and support skills.
Requirements
    • Excellent verbal and written communication skills.
    • Strong problem-solving skills with the ability to think critically and troubleshoot effectively.
    • Ability to work independently and as a part of a team in a fast-paced environment.
    • Strong organizational skills and attention to detail.
    • Familiarity with customer support software and tools (e.g., Zendesk, Freshdesk) is preferred.
    • Basic understanding of healthcare technology and revenue cycle management is a plus.
    • Located near Longmont, Colorado as this role does have an in-office expectation.
    • High school diploma or equivalent; additional technical certifications or coursework is a plus
What We Offer
    • Unlimited PTO
    • 401k with Company Match
    • Stock Options
    • 100% employer covered medical benefits (including vision and dental)
    • Student Loan Contribution
    • Compensation: $60,000