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Customer Support Platform Specialist

2 months ago

Baltimore, Maryland, United States InVita Healthcare Technologies Full time
Job Overview

Position: Customer Support Platform Specialist
Department: Implant Management
Reports To: Platform Support Manager

Work Environment: This role requires in-office presence for a minimum of two days each week.

Working Hours: Standard hours are from 8:30 AM to 5:30 PM EST, Monday through Friday. Additional hours may be required based on business needs. This position is classified as exempt from overtime.

Salary: Annual compensation is set at $50,000.

About InVita Healthcare Technologies:
InVita is a leader in the development of innovative medical software tailored for regulated sectors, committed to enhancing public health and safety. Our reputation for expertise and innovation allows us to provide essential resources for healthcare professionals globally. With teams situated across the United States and primary offices in Baltimore and Los Angeles, we strive for excellence in the industries we serve.

Role Summary:
As a Customer Support Platform Specialist, you will play a vital role within our Platform Support Team. Your primary responsibility will be to deliver outstanding customer service and resolve inquiries through various communication channels, including phone, email, and our ticketing system. You will also manage customer data, produce reports, and maintain our database.

Ideal Candidate:
We are looking for a customer-oriented professional with a positive demeanor and exceptional multitasking skills. The successful candidate will engage with hospital administrators, surgical centers, and wound care facilities with professionalism and empathy. This role demands independence, enthusiasm, and a strong commitment to customer satisfaction in a fast-paced environment.

Key Responsibilities:

  • Provide exceptional customer support via phone, email, and our ticketing system.
  • Maintain accurate records and manage customer information within our CRM.
  • Communicate effectively and professionally with clients, addressing their concerns and providing solutions.
  • Collaborate with various departments, including Sales, Customer Success, Engineering, Product Development, Accounts Receivable, HR, and Marketing.
  • Assist in the creation of customer support materials and best practices.
  • Perform additional tasks as required.

Qualifications:

  • Bachelor's degree or equivalent experience.
  • Minimum of 3 years of inbound customer service experience in a dynamic setting, showcasing a dedication to exceptional customer support.
  • Strong problem-solving and troubleshooting abilities.
  • Proficient in Microsoft Word, Excel, and general internet research.
  • Excellent written and verbal communication skills.
  • Organized, detail-oriented, self-motivated, and capable of multitasking.
  • Typing speed of 45+ words per minute with accuracy.
  • Experience with operating room procedures and Joint Commission Standards is advantageous.

Physical Requirements and Work Environment:

  • Prolonged periods of sitting and working at a computer.
  • Regular communication through speaking and listening.
  • Frequent use of hands and fingers; occasional standing, walking, and reaching.
  • Ability to lift and move up to 15 pounds occasionally.
  • Specific vision abilities, including close, distance, and peripheral vision.

COVID-19 Policy: InVita mandates COVID-19 vaccinations for all employees.

This job description does not imply that these are the only duties to be performed by the employee(s) in this position. Employee(s) may be required to follow any other job-related instructions and perform any other job-related duties as requested by authorized personnel.

This document does not create an employment contract, implied or otherwise, other than an "at-will" relationship.

InVita is an equal opportunity employer and prohibits discrimination and harassment of any kind without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.