Customer Support Agent (Panama)
We exist to lift as many people up the socioeconomic ladder as possible. We dramatically improve lives, by letting healthcare professionals turn extra time and ambition into career growth and financial opportunity. We achieve this with our app-based marketplace that connects healthcare facilities and healthcare professionals, allowing healthcare professionals to book on-demand shifts and healthcare facilities to access on-demand talent. Our mission is to enable healthcare professionals to work when and where they want, and to enable healthcare facilities to meet their talent needs.
About Clipboard Health:
Clipboard Health is a post-Series C, extremely fast-growing tech startup with classic two-sided network effects, revolutionizing the market for healthcare talent. We are a diverse and inclusive company with a global, remote team. We have been named one of YC’s Top Companies for two years running, and have grown 25x across all key metrics in the last 18 months. There has never been a more exciting time to join our growing team and help us serve even more healthcare professionals and healthcare facilities, who can then better serve patients. To learn more about the culture at Clipboard Health, take a look at our culture hub here.
About the Role
We are looking for customer-centric individuals to elevate our Facilities' customer experience. You own your customer's issues and provide the best solutions and service by moving as fast as possible. You go out of your way to make sure the customer is taken care of. You exhibit the highest standards of customer service and are the customer's first point of contact. You are a problem solver and solution-driven. You think on your feet, take initiative, and know when to escalate situations. You work independently and thrive in pressure environments. This is a fully remote position.
Day-to-Day Responsibilities
- Process customer contact and deliver prompt solutions through phone, chat, and email
- Communicate and collaborate with different departments
- Investigate, research, and resolve customer issues
- Handle tough and dissatisfied customers politely and professionally
- Track and follow up on all customer requests in a timely manner
- Manage conflicting priorities
- Defuse angry customers
- Provide outstanding and exceptional customer service.
Your First Days
30 Days
You don't walk, you run. You will have completed your training and onboarding into the role and our fast-paced Customer Support department. You will have knowledge of the business and will begin to understand our customers. You will have general product knowledge and a grasp of our high customer experience standards. You will have an understanding of our systems and processes and know where and how to find solutions.
60 Days
You will have high quality product knowledge and experience handling and addressing customer concerns and your day-to-day activities. You will be self-reliant, your own expert for finding customer solutions. You will have mastered first call resolutions with minimum handling and wait times. Your tickets will be well marked, promptly addressed and resolved.
90 Days
You are a customer champion; your extreme curiosity leads you to frequently make recommendations on how the team can improve our daily work with our customers. You are meeting our uncomfortably high standards and helping to change the landscape in nursing across the United States.
What Sets You Apart
You are quick and think on your feet. You communicate clearly and are at ease with handling difficult situations and customers. You don't crack under pressure. You are attentive to detail, and flexible with your schedule and delayed break times. You consistently exceed expectations.
System Requirements (NO CHROMEBOOKS, NO LINUX OS)
- Minimum 15Mbps wired internet connection
- Minimum i5 processor or equivalent
- Minimum 8GB Ram
- Wired headset
- Quiet working environment
- Backup power and internet
We operate 24/7 and work on a rotating roster. You must be OK to work weekends on any shift.
Applications in English. Accepting candidates from Panama ONLY. Reviewed on a rolling basis.
Pay: US $1200 monthly