simplepractice55

simplepractice55

Support Specialist

United States

Sponsorship not specifiedDetected 22 hours ago
Outbound SalesCustomer SuccessCustomer SupportZendeskPatient CareCommunicationCollaborationProblem SolvingCritical ThinkingMentoring

About the role

  • SimplePractice is built for our customers, and supporting their success is our top priority.
  • In this role, you'll use your passion for collaboration and technology to provide our customers with a world-class experience.
  • You would act as the front line of communication with our customers, serving inbound phone calls as well as assisting customers via chat and email.

Responsibilities

  • Escalate product issues to our Technical Support Specialists
  • Implement strategies to directly impact trial-to-paid conversions and customer retention
  • Maintain alignment with the larger Customer Success team and other internal stakeholders

Requirements

  • 1+ years of experience in customer support or service industry, serving a diverse and professional customer base
  • Bachelor's degree from an accredited college or university
  • The physical demands described below are representative of those that must be met to successfully perform the essential functions of this position.
  • Success in this role requires the ability to:

Skills

  • Demonstrate sound judgment, problem-solving skills, and ownership in resolving customer issues from initial contact through resolution.

Compensation

  • Base salary is one component of total compensation.
  • The amount below represents the expected annual base compensation range for this job requisition.

Benefits

  • We offer a competitive benefits program including:
  • Medical, dental, vision, life & disability insurance
  • Flexible Time Off (FTO), wellbeing days, paid holidays, and summer Fridays
  • Mental health resources
  • Paid parental leave & Backup Care
  • Tuition reimbursement
  • Employees may also be eligible for an annual bonus or commission.

Company info

  • At SimplePractice, we are improving access to quality care by equipping health and wellness clinicians with all the tools they need to thrive in private practice.
  • More than 250,000 providers trust SimplePractice to build their business through our industry-leading software with powerful tools that simplify every part of practice management. From admin work to clinical care, our suite of innovative solutions work together to reduce administrative burden-empowering solo and small group practitioners to thrive alongside their clients.
  • Award-winning and people-first, SimplePractice is shaping the future of health tech. Recognized by MedTech Breakthrough, the Digital Health Awards, and BuiltIn's Best Places to Work.
  • The Role
  • Serve as the primary point of contact for customers by delivering exceptional support through inbound phone calls, chat, and email.
  • Provide customer support across assigned communication channels (e.g., phone, chat, email, and other support channels) during scheduled work assignments, or as otherwise directed based on business needs. The timeframe is approximately 6.5 -7 hours during each standard phone shift, or as otherwise assigned based on business needs. Maintaining consistent phone availability during designated coverage periods is an essential function of this role.
  • Resolve customer inquiries efficiently by troubleshooting issues, researching solutions, and providing accurate, timely information while adhering to company policies and security requirements.
  • Transition seamlessly between phone, chat, email, and other support channels as operational needs require.
  • Accurately document customer interactions and resolutions within company systems.
  • Escalate technical or complex customer issues to the appropriate internal teams when necessary.
  • Schedule customer screen-sharing sessions and conduct outbound phone calls as needed to support issue resolution.
  • Identify recurring customer trends, knowledge gaps, and product feedback, and communicate findings to appropriate stakeholders.
  • Collaborate cross-functionally with Customer Success, Technical Support, Product, Engineering, and other internal teams to resolve customer issues.
  • Participate in required training, coaching, quality assurance reviews, and continuous learning initiatives.
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