Customer Support Specialist

| Chicago, IL, USA
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Company Description

Please note that we are NOT currently offering sponsorship for this position and all applicants must be currently based in the Chicago-land area or willing to relocate. This position is “in-office” for at least 90 days and then eligible for a hybrid schedule based on performance milestones.

Medtelligent provides the most innovative, easy to use, and comprehensive senior living software solution on the market. The Medtelligent team designs, builds, tests, delivers, and supports Medtelligent’s flagship product ALIS (pronounced “Alice” and stands for Assisted Living Integrated Solution). 

By 2030, there will be nearly 1 billion people worldwide that are 65 years old (or older). Medtelligent is committed to being the go-to software solution for independent living, assisted living, and memory care companies because the Medtelligent team passionately believes we create a product that leverages technology to solve the real world challenges faced by senior living companies, communities, staff, and residents. 

Given the nature of the meaningful work performed by the ALIS software and in light of the team’s commitment to being exceptional for our clients, it is a requirement for all open positions at Medtelligent that individuals who join the team are genuinely excited to do their job every day and are passionate about ongoing personal and professional development. 

Medtelligent is looking for humans that are optimistic, curious, honest, and passionate about being part of something important. We are looking for people that look forward to coming to work and being part of a team and company that builds a product that matters.

Job Description

As support specialist, you will be responsible for directly helping clients, internal teams, and third party vendors troubleshoot issues with the ALIS software product over the phone (mainly) and also via email. This position is absolutely critical to the frontline community staff that rely on the ALIS support team for assistance and the members of this team take their job of helping people seriously. If you dislike taking phone calls or connecting with people voice to voice - this position is not for you!

ALIS clients are very kind and appreciative of the help the support team gives so this is not a call center or consumer complaint type job - it is a position in which you truly get to know front line workers and assist them in navigating the ALIS software and technology concepts. Individuals that succeed in this position are great on the phone, build strong relationships, have a passion for leveraging technology to solve real world problems, and love finding a way to “say yes”.

Members of the support team also work to develop technical “specialities” related to different parts of the ALIS software (clinical, billing, CRM, integrations, pharmacy, etc.)

Job Responsibilities:

  • Learning the ALIS Software; studying each module and learn how to troubleshoot common support issues; be able to help others learn the software; 
  • Answering phone calls and emails to provide first and second level customer support;
  • Using internal tools like ZenDesk, Hubspot, JIRA, Google Calendar and more to track support tickets to conclusion;
  • Learning about the assisted living industry through training with co-workers and interactions with clients
  • Specializing in one or more areas of the application (clinical, billing, CRM, integrations, pharmacy, etc.)
  • Participating in on-call (off hours) support responsibilities 

Qualifications

Required Skills:

  • 2-3 years of experience working in customer support for a Financial services platform and/or a Client services platform 
  • Technologically savvy: You like to help others troubleshoot technology and hardware issues and you have an interest in new technologies and data. Good with G-Suite, Gmail, word, and excel. 
  • Reliable: You show up at work for your team and the clients and look forward to doing it. 
  • Positive and optimistic attitude: You look at the bright side of life and generally speaking, have a good attitude and professional demeanor. 
  • Calm and collected: You aren’t pulled into drama or anxiety but can see clearly in order to help others.
  • Good communicator: You are transparent with information and pay attention to details. 
  • Patient and Kind: You do not get frustrated with people that are less knowledgeable or tech savvy than yourself. You are empathetic and kind to others.
  • Good judgment: You can prioritize needs appropriately.
  • Detail oriented: You care about getting small details right. 
  • Committed to ongoing personal and professional growth. Seeks to grow and evolve in ways related to career development and personally.  
  • High integrity: You tell the truth even when it is hard to do so. You avoid drama and gossip and prefer to bond over growth, positivity, and optimism. 
  • Adaptable and flexible: You don’t freak out if plans change or meetings get moved.
  • Solution oriented: You take ownership to actually solve problems instead of just reporting all of the issues.
  • Strives for excellence / finding ways to delight clients: Not just someone looking to cross a task off their list but spending time to over deliver and leave the relationship better than you found it. The company and this team commits itself to high standards for reliability and performance. 

Preferred Experience:

  • Strong interest in helping communities and learning about their business as to help consult on process transformation from electronic to paper; 
  • Experience with G-Suite, Word, Excel, Zendesk, JIRACRM usage, and ticket writing; 
  • Excel skills (including pivot tables and v-lookups) or solid skills with interest in learning.

Additional Information

Benefits:

  • Hands on involvement in a meaningful product that helps people directly everyday
  • Working on a team of diverse, smart, collaborative, and kind humans 
  • Good balance of personal autonomy and team collaboration on projects
  • 8+ Company Holidays + 2 Floating Holidays
  • Medical, dental and vision insurance with a large portion subsidized by the company (over half of current employees pay between $0.00 and $25.00 per month out of pocket)
  • 401k Plan + Matching up to 4%
  • Employee Length of Stay Rewards Program including Equity Rights eligibility
  • Regular department meetings, 1:1s, quarterly feedback sessions, regular full "state of the company" meetings
  • Training on advanced technology concepts and senior living
  • Regular client interactions and feedback

No formal cover letter is needed but please include a few sentences describing why you are applying for this position specifically. 

Medtelligent reaches out to certain candidates for quick phone calls to gather additional information – these usually last about 10 minutes and are scheduled in advance and according to your schedule. After the phone screen, candidates that are selected to proceed in the process will do an in-person or video interview. Decisions can be made after second round interviews. In some instances, third round interviews are held. 

Our team is diverse - Medtelligent values and promotes diversity. We are an equal opportunity employer and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition or disability.


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Technology we use

  • Engineering
    • C#Languages
    • JavascriptLanguages
    • SqlLanguages
    • ASP.NETFrameworks
    • Vue.jsFrameworks
    • MySQLDatabases

An Insider's view of ALIS by Medtelligent

What's something quirky about your company?

Medtelligent's internal ecosystem is vibrant and teeming with personalities that bring a healthy combination of professional ambition and dorky enthusiasm. The recognition of growth stemming from a desire to learn and achieve perpetuates a core belief that what we do, we do for the communities we serve and the community we work in.

Joachim

Client Support Specialist

What does your typical day look like?

As a product liaison, I get to communicate between teams and clients to assemble creative and efficient solutions fit for our users’ needs. My day is spent being curious while collecting a deep understanding of a someone’s issue or request and being creative while collaborating with engineers or client services to develop solutions.

Frieda

Product Liaison

How does the company support your career growth?

From the beginning of my time here, I’ve heard the phrase “Right people in the right seat”. It is such a simple phrase but it acts more like a promise that the leaders at Medtelligent will always be cognizant of the professional goals, passions, interests and potential. They will support their employees in whatever direction they choose.

Michael Timbes

Backend Developer

How do you collaborate with other teams in the company?

A wonderful thing about working at Medtelligent, is collaborating with team members across all departments. We have an understanding of common goals and use each other’s expertise for making positive changes in our ALIS software. Every person and department is a piece of the puzzle to making those positive changes!

Samantha

Onboarding Specialist

What are ALIS by Medtelligent Perks + Benefits

ALIS by Medtelligent Benefits Overview

Happy, cool, fun, and smart colleagues
Feeling of purpose and daily fulfillment that comes from helping people and loving your job
Competitive salary
Generous PTO (never includes sick time)
Paid Parental Leave
Approximately 10 Company Holidays + 2 Floating Holidays
Flexible Spending Accounts (FSA)
Medical, dental and vision insurance with a large portion subsidized by the company
Life insurance
Continuing education support
Company equipment
1:1 weekly meetings with your manager for job and career development
401k Plan
Kitchen stocked with food and all the bubly/lacroix a human can care to drink

Culture
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Diversity
Mean gender pay gap below 10%
Hiring practices that promote diversity
Health Insurance + Wellness
Flexible Spending Account (FSA)
Dental insurance
Vision insurance
Health insurance
Life insurance
Team workouts
Financial & Retirement
401(K)
Charitable contribution matching
Child Care & Parental Leave
Generous parental leave
Vacation + Time Off
Generous PTO
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Relocation assistance
Professional Development
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available

Additional Perks + Benefits

Medtelligent's benefits are always evolving and tailored to the needs and requests of the individuals on the team.

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