Customer Support Specialist

Who We Are:

SureCost helps pharmacists on the ground make smarter buying and inventory management decisions every day. As the leading pharmaceutical supply-chain management platform, we provide our users with a seamless experience across the entire purchasing continuum. Our mobile product enhances the SureCost software suite by taking advantage of mobile-specific features needed to support the day-to-day operations of our customers.

At SureCost, we think work/life balance should have, well, balance. That's why having the freedom of fully remote work, flex hours, and unlimited PTO is core to how we operate. Work where you want, when you want! To learn more (and meet the team!) visit us at https://www.surecost.com/careers.

We are currently hiring a Support Specialist who can work in a fast-moving, unstructured, remote environment across multiple applications. They will report to the Director of Customer Success and will be responsible for providing SureCost end users with the highest quality software support via inbound customer calls and email inquiries, and are responsible for analyzing problems, researching solutions using available resources, and providing solid answers easily understood by the customers. Support Specialists provide end-user support and training as well as present new services that would help existing customers. They coordinate with internal teams to ensure our clients are quickly and thoroughly supported within the proper environment to meet their business objectives, and they will coordinate with other team members for handling day-to-day support and provide proactive follow-up that exceeds our clients’ expectations.

What You'll Do Here:

• Master the features and functionality of the supported software applications and maintain knowledge of software updates and enhancements
• Provide timely and high-quality software support to end-users via email, phone, or as additional channels are identified in the future, for all our Software Solutions
• Follow standard support procedures and processes to ensure all customer communication is fully documented in the support ticketing system in a timely manner
• Triage, prioritize and troubleshoot various customer queries to identify and escalate situations requiring urgent attention and redirect problems to correct resource as needed
• Successfully manage a backlog of pending tickets and follow up with customers to ensure complete and timely resolution of issues
• Formulate and test alternative or unique solutions to help customers achieve their goals
• Proactively reach out to existing accounts to check-in and promote knowledge of other services
• Identify and report bugs and software requests and inform management of recurring problems
• Contribute to internal knowledge base for current and new team members and provide content for customer help center articles
• Shared weekend and nightly on-call for emergency support situations
• Demonstrate our core values of transparency, collaboration, flexibility, humility and fun
• Other duties as assigned

What Skills You'll Need:

• 3+ years of software/application support experience 
• Clear and concise communication and documentation style
• Ability to break down, analyze and solve complex problems
• Organization and time management skills a MUST
• Must be self directed and thrive in a fast paced environment with minimal direction

• SaaS and/or B2B experience 
• Healthcare or pharmaceutical industry experience
• HubSpot experience

Perks and Benefits:

We are proud of our other generous benefits including:

• Fully-Remote
• Unlimited PTO (Highly suggested 3-week minimum)
• Flex Hours
• 100% medical premiums covered for employees 
• 70% medical premiums covered for dependents
• Low cost-to-employee vision and dental
• Automatic 3% employer addition to 401k
• 12 weeks of fully paid Parental Leave 
• Professional development reimbursement

SureCost is an equal opportunity employer, dedicated to a policy of non-discrimination on the basis of race, color, religion, sex, national origin, ancestry, age, disability or any other characteristic protected by law.