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Customer Support Specialist
2 weeks ago
Keep human connection at the center of care. Empower the Hero-in-the-loop.
We are OhMD. We're on a mission to improve the patient experience by simplifying communication between physicians and their patients: deflect calls, automate scheduling, and manage patient conversations by text or voice.
We have an incredible team of brilliant, energetic, impact-driven folks who are passionate about improving healthcare.
We're a hybrid team with team members spread out across five states with an office in beautiful Burlington, Vermont.
What's the opportunity?
The Customer Support team is responsible for ensuring that every user has an incredible experience with OhMD. That means we're there to answer their questions and support them on their mission to deliver amazing patient care.
The Customer Support Specialist works directly with customers to identify areas for improvement, and interact with our product design team and engineers to help guide the direction of the OhMD platform. Folks that have been successful in this role are typically early in their careers, enthusiastic about joining OhMD's frontline support team, and are always looking for ways to enhance how OhMD supports our clients.
What exactly will I be doing though?
- Communicating with our clients and users over Intercom web chat and email to troubleshoot & resolve issues clients are experiencing with the OhMD product
- Taking an issue from initial contact to resolution
- Training an AI chatbot to resolve an increasing percent of client requests
- Mastering a wealth of knowledge on the OhMD product
- Influencing the development of the OhMD product through interdepartmental collaboration
- Ensuring each customer receives an experience they are delighted with, and working with everyone on the OhMD team to make OhMD better every day
- Enhancing product support resources by writing informative and helpful client-facing content
- Researching and implementing tools to improve support standard operating procedures
- Drive revenue by increasing retention rates
Must-haves:
- Natural ability to understand and learn new technology. Do your parents call you to fix their email? Perfect.
- Comfortability training and improving AI systems to alleviate manual work
- Experience and patience troubleshooting complex technology issues
- Enjoy talking to clients every day
- Superb verbal and written communication, including the ability to simplify complicated topics for easy client comprehension
- Excitement to work as part of a team with shared goals toward client satisfaction
- An eagerness to learn and grow
- Experience providing direct customer support
- Experience in remote work situations
- Understanding of how SaaS companies operate, with prior experience
- Interest and experience training future employees who join the Customer Support team
- Competitive Salary
- 401K Employer Match
- Equity opportunity
- Medical, vision, and dental insurance
- Unlimited PTO, monthly Wellness Weekends, paid time to volunteer
- Energetic & connected hybrid culture
OhMD, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin. Nothing in this job posting should be construed as an offer or guarantee of employment.
