Customer Support Specialist

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of 1,700 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

EZClaim a Fullsteam organization is a medical billing and scheduling software company that provides a feature-rich practice management system specifically tailored for the small to medium-sized provider office and outsourced medical billing firms. It also integrates with a number of EMR/EHR vendors.
 

EZClaim is looking for Customer Support Specialist. This individual will guide product users through our practice management software features, functionalities and resolves client inquiries by recommending solutions.

Primary Responsibilities:

• Answers and resolves support inquiries in a professional and timely manner via telephone, support tickets, and chat.

• Identifies client issues, helps solve them, and escalates necessary concerns to others for review.

• Recognizes opportunities to increase customer value and resolve potential client retention issues by acting as a client advocate.

• Updates internal company databases with information about technical issues and useful client conversations.

• Provides internal support and activity/process documentation.

• Collaborates with support team members and other organizational departments to ensure client satisfaction.

• Maintains awareness of the ever-changing healthcare landscape and the need to stay current with new industry requirements.

• Develops and adapts support strategies and techniques to accommodate changing environments and client needs.

• Stays up to date with product developments, feature launches, policy changes, and medical billing industry changes.

• Contributes to the support team by presenting customer issues, program functionality, and troubleshooting ideas during team meetings.

• Contributes to the instant messaging platform (Slack) throughout the entire organization to add and disseminate relevant company information.

• Performs other duties as assigned.

Primary Qualifications:

• High School Diploma or a certificate of successful completion of the General Educational Development (GED) test.

• A minimum of one (1) to three (3) years of customer service experience.

• Preferred: One (1) to three (3) years of medical billing experience.

Note: Candidates MUST be willing to work Eastern Standard Time hours (11:30am - 8:00pm EST).

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.