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Customer Support Representative

4 months ago

New York, United States Stellar Services Full time

**Customer Support Representative**

at Stellar Health New York City / Remote Friendly Its an exciting time to join the business: we have a proven product and operating model and are well funded. Our covers a wide range of experience and skills - having built multiple best-in-class technology products in their careers, with deep healthcare knowledge and experience in starting successful companies from the ground up (more about the company at ). **About Stellar Health:**

Healthcare costs are one of the biggest problems in the United States today. At Stellar Health, we are building a platform that helps Healthcare Providers (doctors and support staff) improve the quality of care they provide while also reducing their costs. In the end, these improvements make patients healthier.

Stellar Healths product is actively used by over 100 Medical Groups - and we have proven that it makes a real difference for these practices and their patients. As our impact continues to show measurable results, our book of business is growing and the number of end users is growing in parallel.

**About the position:**

Stellars Operations Team is seeking a Customer Support Representative (CSR) who will be a key link between our company operations and our customers. The CSR is responsible for providing world-class customer service through accurate and timely response to customer inquiries. The CSR understands the day-to-day aspects of supporting customers including managing tickets, authoring knowledge base articles, and providing customer experience feedback to our Stellar team.

**What youll be doing:**

* Working directly with customers in an efficient and friendly manner to resolve issues for Stellar users in a tracked, standardized way (e.g. troubleshooting account access, assisting with the use of the Stellar app)

* Understand the Stellar app and be an advocate for the needs and concerns of our users

* Escalate potential product bugs to the relevant product and customer stakeholders

* Triage support tickets based on priority, level of support required, and internal team contributions needed

* Author and publish help content to improve self-service resources

* Accurately capture notes, document activities, and manage cases in a clear and actionable way for teammates and customers

* Build processes to grow and scale Stellar support

**As the Customer Service Representative, you should have:**

* Associates degree, Bachelors preferred

* Prior experience in a software/ technical support role

* Dedication to delivering world-class customer experience. You exhibit empathy, courtesy, helpfulness and efficiency.

* Excellent communication, interpersonal skills, and professional writing skills to clearly articulate information and make recommendations that improves the customer experience

* Strong critical thinking, organizational skills and the ability to work effectively in a fast paced, ever evolving environment

* Love for teamwork and the ability to work with different internal groups to enhance our customers experience

* Experience with Zendesk helpful, but not required

**Pay, Perks & Such:**

We offer a full slate of benefits, including competitive salaries, stock options, medical, dental, vision, life and disability coverages, a 401k program and flexible vacation.

**Note on COVID response:**

At this time, Stellar is offering a hybrid work environment for those employees who wish to go into our office. We will not be requiring employees to work from our office until 2022. If you would like to learn more about our COVID response measures and Return to Office plans, please mention this when you speak with a Stellar Recruiter.

**Diversity is the key to our success.** Stellar Health is an equal opportunity employer and we are open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, veteran status, or any other legally protected status.

We believe that diverse teams -and the different identities, cultures, and life experiences our team members bring to the table- enable us to create amazing products, find creative solutions to interesting problems, and build an inclusive working environment.

We encourage everyone to apply to our roles, even if they do not meet every single qualification on a job description, and our team is committed to reviewing every resume submitted.

Given that Stellar is planning to support in-office, hybrid, and remote employees when we formally open our new NYC office in January 2022, please indicate your preferred location/work structure: *

**U.S. Equal Opportunity Employment Information (Completion is voluntary)**

Individuals seeking employment at Stellar Health are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

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If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Veteran Status

Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

**Voluntary Self-Identification of Disability**

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by sel