Position Overview:
Join us as a Customer Support Representative and be at the forefront of providing exceptional support to our valued clients. This role is not just about assistance; it's about becoming an integral part of a team that values your contributions and offers room for advancement.
Job Summary:
As a Customer Support Representative, you will work with the Customer Value Delivery organization to deliver rapid assistance to client inquiries. Your challenge goes beyond just providing support; it's about becoming the linchpin of exceptional customer experiences.
Job Responsibilities:
- Login Assistance: Aid customers facing login issues, guiding them through the login process, and troubleshooting any problems they encounter.
- Password Resets: Help customers reset their passwords securely, ensuring their accounts remain protected and accessible.
- General Account Maintenance: Assist customers in managing their accounts, updating information, and resolving account-related queries.
- Technical Troubleshooting: Identify and diagnose software-related issues, escalating complex problems to the appropriate teams for resolution.
- Customer Communication: Respond to customer inquiries via email, chat, and tickets promptly and professionally, ensuring a positive and empathetic interaction.
- Documentation: Maintain accurate records of customer interactions and resolutions in our CRM system.
- Knowledge Sharing: Continuously update your knowledge of our software and services to provide effective support and share insights with the team.
- Collaboration: Collaborate and communicate with the broader Support Team, Customer Experience Team, and Product Teams timely and efficiently.
Qualification:
- 1-4 years of experience working in a professional environment, ideally directly within a customer support or custom facing function.
- Excellent communication skills in English, both written and spoken.
- Strong problem-solving abilities and attention to detail.
- Empathetic and patient demeanor when dealing with customer inquiries.
- Basic technical knowledge and the ability to learn and adapt to new software quickly.
- Previous customer support experience is preferred, but not mandatory.
- A passion for helping people and a commitment to delivering exceptional customer service
- Zendesk Experience preferred but not mandatory
- General understanding of US Healthcare System is preferred, not mandatory
What We Do
We’re a healthcare technology company that provides industry-leading intelligence on the healthcare provider market. Why do we do it? Because understanding provider landscapes, identifying opportunities, and reaching the right points of contact can be difficult to do in a constantly changing market. But it doesn’t have to be. Our comprehensive data platform reduces market complexity and streamlines physician and facility insights. Our experienced team is here to help your organization turn those insights into acceleration—whether it’s advancing your go-to-market strategy or closing a new deal. We make healthcare actionable and accessible for our industry partners. How do we do it? We collect proprietary research, secondary research, and third-party data and organize all of this into a searchable, user-friendly platform. Since 2011, we’ve partnered with 9 of the top 10 pharmaceutical, biotechnology, and medical device companies. In that same period, we’ve also partnered with 7 of the top 10 healthcare IT firms and over 2,500 of the top healthcare providers, healthcare staffing companies, and consulting firms.
Why Work With Us
We will never stop improving the product we’ve worked so hard to develop for our customers. We’re thinking beyond simply providing more information; we’re building a solution designed to help users derive insights so their businesses can operate at a rapid pace. We are a collaborative and high energy environment with tons of opportunity for growth.
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Definitive Healthcare Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
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