[Remote] Customer Support Specialist

Note: The job is a remote job and is open to candidates in USA. CipherHealth is an award winning software company committed to enhancing care coordination and outcomes across the continuum. As a Customer Support Specialist, you will be responsible for solving end user support tickets, assisting healthcare professionals, and collaborating with internal teams to improve customer experiences using CipherHealth solutions.

Responsibilities

• Address customer queries accurately and efficiently, leveraging your subject matter expertise in CipherHealth solutions
• Facilitate superior customer communication, prioritizing assignments to meet urgent deadlines
• Prepare comprehensive procedures in an easily-digestible format for team reference
• Configure our solutions using the CipherHealth platform for different customer use cases
• Collaborate with the Customer Success and Product teams in the development and design of creative solutions
• Create both customer-facing and internal collateral supporting our solutions

Skills

• Adept problem-solving skills with the ability to deconstruct advanced concepts
• Exceptional attention to detail and unwavering commitment to excellence
• Strong understanding of CRM systems (Familiarity with Salesforce Service Cloud is a bonus)
• An enthusiastic mindset for delivering outstanding support experience to our customers via email and phone channels
• Comfort in coordinating and delivering on numerous technical projects with varied stakeholders
• Innovative thinking with the capacity to determine (in technical terms) diverse stakeholders' requirements
• Independent working style, capable of making informed decisions with minimal supervision
• Stellar teamwork attitude with effective written/verbal communication skills; ability to connect with both technical and non-technical teams, demonstrating strong empathy and evaluating risks
• Familiarity with SaaS-based technologies
• Prior work experience in a user-facing support team
• Experience in executing data interfaces and integrations, including SFTP, HL7, SSO, etc

Benefits

• Generous company-funding of our health, vision, and dental plans
• HSA/FSA plans
• Short and Long-Term Disability
• Life and Personal Accident Insurance
• $40 monthly wellness stipend you can use towards any wellness, fitness, and wellbeing purchases
• Employee Assistance Program (EAP)
• Adoption Assistance
• 401(k) at three months of employment — with a match upon enrollment!
• Discretionary PTO + 13 paid holidays
• Competitive paid parental leave and flexible return to work policy
• Generous Employee Referral Program - earn cash for each employee referral that is hired
• Yearly Cipher-versary stipend
• Ci-Phives - receive public kudos and gift cards from peers and managers
• CARE2 Values
• Monthly All Teams Meetings
• Employee Resource Groups such as Rainbow Room and BIPOC Group
• Internal Webinars and robust onboarding / training programs
• Remote-first team: $50 per month reimbursement in your check for WFH expenses
• You'll receive a new Macbook laptop, other hardware, and company swag upon hire

Company Overview

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