Software Customer Support Specialist

6 days ago

Holmdel, United States CentralReach Full time
CentralReach is the #1 provider of SaaS software solutions for autism and IDD care. Trusted by more than 150,000 users, we enable therapy providers, educators, and employers to scale the way they deliver Applied Behavior Analysis and related therapies with innovative technology, market-leading industry expertise, and world-class customer satisfaction.

As a key member of the Support team, you will be proactive and show initiative, have exceptional communication skills, have a strong background in customer service, and the ability to identify/pinpoint the origins of both technical, as well as user issues.

We understand the advantages to working from home, and we also believe in the power of people and connections, which is why we proudly offer a hybrid work culture. This position is hybrid with three days per week on-site at either our Fort Lauderdale, FL or Holmdel, NJ offices.

Key Accountabilities:

Consult with customers to handle inquiries, troubleshoot user training and technical issues with CR products.
Address customer issues and questions promptly and with a positive attitude.
Conduct technical product research for customers and respond via phone, email and our internal client support system.
Provide accurate information about the products and services.
Accurately document and update customer records based on interactions.
Develop and maintain a knowledge base of the evolving products and services.
Meet targets set for response time, resolution time, and customer satisfaction.

Desired Skills and Experiences:

College degree and/or technical support and technical troubleshooting experience.
1+ years previous experience in customer service, IT, or other related fields.
EMR/EHR experience is highly preferred.
Knowledge of healthcare compliance and HIPAA.
Familiarity with the field of ABA is a plus.
RBT or BCBA certification is not required, but also a plus.

Role Related Competencies:

Strong empathy for customers
Ability to build rapport with clients
Proficiency with technical products and ability to diagnose complex problems
Ability to prioritize and multitask
Positive and professional demeanor
Ability to provide technical consultation and make best practice recommendations.
Highly organized with superb attention to detail
Proven ability to work in an ever-changing environment, ability to connect the dots and make decisions on your own feet
Ability to communicate clearly and concisely, verbally and in writing
Exercise sound judgment and work successfully with all employee levels, regardless of background and perspectives
Be comfortable working in a distributed, semi-virtual environment
Be able to take minimal direction from others and provide maximal output for yourself (and others)

CentralReach was developed for Clinicians by Clinicians. The story of CentralReach begins in 2012 when the company’s founder, a practicing Board Certified Behavioral Analyst, decided there had to be a better way to manage her operations so she could spend more time on what mattered most — working with her clients and patients. To help ABA practices focus on what they do best, CentralReach launched the first iteration of its EMR and practice management platform.

Today, under the leadership of Chris Sullens, an award-winning CEO in the technology space, CentralReach is committed to their mission of providing cutting-edge technology and services to help clinicians and educators produce superior client and patient outcomes. Already a market leader, CentralReach is expected to grow exponentially through its four core tenets: hire and develop great people; build industry-leading products; provide exceptional service to customers and continuously invest in systems, processes and infrastructure.

We value our employees and offer a robust benefits package including health and dental, paid time off, life insurance, disability coverage and a 401(k) matching. We also provide comprehensive onboarding, ongoing training, mentoring and career pathing to help you develop your career. We pride ourselves on our fun and energetic environment that also provides our employees with a meaningful way to make a difference by helping clinicians produce superior outcomes for children and adults with disabilities.

CentralReach will not contact you or schedule interviews via Facebook. Please note social media is a current sourcing tool for talent acquisition via LinkedIn, Instagram, FB and for our recent job fair through CR company marketing, but we have a direct link to our website where all viable jobs are listed and directly tracked to our company page.

#LI-Hybrid

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