Customer Support Specialist
Founded in 2010, we started RevenueWell because we saw a way to use the latest marketing automation technology to help dentists build better, more connected relationships with their patients and communities. We think it’s a problem worth solving, and thousands of dental practices across the country seem to agree. The company has grown very quickly over the last few years, and we’re now a team of more than 150 diverse people that are committed to our mission, super-focused on our product, and fanatical about helping our customers succeed.
In December 2019, we partnered with Marlin Equity Partners to help us aggressively expand our vision in healthcare. Since then, we have more than doubled our footprint (through strong organic growth and acquisition of PBHS) to over 12,000 customers, and we are just getting started! If you are excited about healthcare, working with talented people, aren’t afraid to roll up your sleeves, and want to help build a healthcare technology company that makes a real difference for providers and patients – this opportunity might just be for you.
WHY WE’RE LOOKING:
We are looking to add a Customer Support Specialist to our Customer Experience Team. As the Customer Support Specialist in a SaaS organization, you will be responsible for providing exceptional customer service and technical support to our clients. Your primary goal will be to ensure customer satisfaction and help our clients effectively utilize our software products. You will be a crucial point of contact for our customers, addressing their inquiries, troubleshooting technical issues, and providing guidance to ensure they have a positive experience with our software.
WHAT YOU’LL DO:
- Provide outstanding customer support through phone call and email - customers ask all sorts of questions about things like usability, logic, bugs, and best practices. You need to answer them accurately and efficiently all while making them smile.
- Provide excellent customer service by interacting with customers via various channels (phone, email, or ticketing system) to promptly and professionally address their inquiries, concerns, and requests.
- Ensure high-levels of customer satisfaction and maintain a positive customer experience.
- Develop a deep understanding of our software products, their features, functionality, and integrations.
- Stay up to date with product updates, new releases, and industry trends to effectively assist customers and provide accurate information and solutions.
- Create and maintain support documentation, including FAQs, troubleshooting guides, and knowledge base articles, to enable self-service support for customers.
- Continuously update and improve the documentation based on customer feedback and emerging issues.
- Assist customers by providing product demonstrations, training sessions, and best practices as needed.
- Help customers navigate and utilize our software effectively, maximizing their value and success.
- Work closely with the sales, product, and engineering teams to communicate customer needs, share feedback, and contribute to product improvements.
- Advocate for customers' interests and ensure their voices are heard within the organization.
- Track customer interactions, technical issues, and resolution times using our systems.
- Generate reports and analyze data to identify trends, common issues, and areas for improvement.
- Provide regular updates to management regarding customer feedback and support performance.
- Get technical - you will have to roll up your sleeves and troubleshoot software issues, so make sure you are comfortable navigating a computer and various IT environments. You will learn Salesforce, ZenDesk and a few other cool platforms including our own!
- Take on projects and create opportunities by helping their accounts run smoothly with some work behind the scenes. In this dynamic work atmosphere, there is always a need for you to take on new tasks and help build our business.
WHAT WE’RE LOOKING FOR:
- Associates or Bachelor’s degree (or equivalent experience).
- 0-2 years of relevant support experience.
- Strong verbal and written communication.
- Solving problems independently and thinking on your feet.
- Reading people by listening to their voice.
- Staying positive and serving others.
- Showing initiative and following through.
- Remaining calm under pressure.
- Organizing and prioritizing competing requests.
- Technical aptitude and ability to quickly learn and understand complex software systems.
- Familiarity with customer support tools and ticketing systems.
- Excellent time management and organizational skills to handle multiple customer inquiries simultaneously.
- Attention to detail and accuracy in documenting customer interactions and technical issues.
- Ability to work independently and collaborate effectively within a team.
- Flexibility to adapt to changing priorities and evolving customer needs.
- Experience supporting VOIP products or systems in the past is highly desirable but not required.
WHAT’S IN IT FOR YOU:
- Competitive Compensation: This position offers a base salary and bonus. Employees who demonstrate successful goal attainment and commitment will have the opportunity for career growth and advancement in the organization.
- Entrepreneurial Culture: You manage your business. We strongly encourage our Employees to leverage their skill sets and creativity to provide the best service and solutions to our current clients.
- Work/Life Balance: A super laid-back environment where hustle goes a long way and work is enjoyable. A true Work Hard Play Hard mentality. We believe in working hard, for our clients every day while ensuring satisfaction in your role and ample time to enjoy activities outside of work. Along with having remote flexibility. We are a remote first organization.
- YOU Make the Difference: You will spend your days building and maintaining relationships with new and existing customers. You will be consulting with health professionals to help them be more profitable, to be more present for their patients, and to make office life easier!
- Great Benefits: Several comprehensive benefit offerings to choose from and a no-wait 401k plan with company match.
RevenueWell is an Equal Opportunity Employer of minorities, females, protected veterans, and individuals with disabilities. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.
No search firm solicitations, please.