Experienced Customer Service and Support Associate – DrChrono Platform (Remote, US)

At arenaflex, we're revolutionizing the way service-based businesses operate, and we're looking for talented individuals to join our team. As a leading service commerce platform, we provide vertically tailored, integrated SaaS solutions that help businesses accelerate growth, streamline operations, and increase retention. Our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. We specialize in Home & Field Services, Health Services, and Fitness & Wellness industries, offering end-to-end business management software, embedded payment acceptance, marketing technology, and customer engagement applications. Our mission is to empower businesses to deliver exceptional customer experiences, and we're seeking a Customer Service and Support Associate to join our DrChrono team.

About DrChrono

DrChrono is part of the arenaflex vertical, dedicated to building a technology platform that enables medical practices of all sizes to make care more informed, more personalized, more interactive, and more adaptable. Our platform has been used by thousands of physicians who have provided care to millions of patients. We're committed to innovation, constantly pushing the boundaries of what's possible in healthcare technology. Our philosophy, "more time with patients, less time doing paperwork," drives our mission to simplify the lives of medical professionals and improve patient outcomes. We're one of the most tech-forward healthcare players in the EHR industry, and our enthusiasm for healthcare is contagious.

Responsibilities

As a Customer Service and Support Associate, you'll play a critical role in delivering exceptional customer experiences for our DrChrono clients. Your responsibilities will include:

• Providing software support for clients by answering and responding professionally to urgent inbound tickets, chats, and calls, tracking them at various stages of completion
• Identifying the root cause of clients' problems, providing answers and solutions in a way that's easily understood, guiding them promptly through the resolution while also delighting the customer
• Being a support representative and consultant for various subjects related to the DrChrono platform, including the web and mobile application, iOS features, and Partner information
• Proactively identifying clients experiencing repeated issues or requests that are not resolved to the clients' satisfaction while identifying possible opportunities for escalation
• Utilizing internal tracking tools to manage issues between customers, sales, support, and engineering
• Working cross-departmentally with multiple teams to find, analyze, and resolve client issues
• Representing the voice of the customer by gathering and sharing customer feedback about our products and service
• Providing recommendations to your leadership team about how to improve customer experience
• Working closely with the account management team to maintain a continuous knowledge of accounts
• Navigating through applications and company tools to research and resolve customer inquiries
• Providing excellent customer care and focus, assessing customers' needs, and providing the correct answer, path, troubleshooting, or method for an outstanding customer experience
• Actively participating in developing the company knowledge base as well as improving team and customer resources by recognizing patterns of technical issues trends through customers' outreach and recommendations for self-service articles
• Striving to meet and go above personal and team targets and goals

Skills and Experience Needed for Success

To excel in this role, you'll need:

• 3+ years in a genuine customer-facing, internal support, or customer service role
• 3+ years of troubleshooting and or technical support experience
• 1+ years in a healthcare/billing setting
• Ability to manage a high volume of clients at any given time
• Excellent time management, project management, and organizational skills
• A positive and proactive approach to handling challenging situations
• Exceptional listening skills, with attention to detail
• Ability to prioritize tasks and carry out responsibilities with minimal direction
• Ability to work with a multicultural and virtual team
• Experience working directly with customers and the willingness to do what is right for customers, the company, and team members in all circumstances – strong customer focus and a high level of empathy
• Excellent problem-solving and analytical skills
• Outstanding oral and written communication skills (writing exercise will be requested as part of the interview process)
• Ability to convey technical information to a general audience
• Aptitude for learning new technologies quickly
• Ability to understand and follow customer service procedures and policies and actively participate in continuously improving them
• Experience and knowledge in Zendesk and Jira is a plus

Work Environment and Culture

As a remote team member, you'll have the flexibility to work from anywhere in the United States. Our team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. We're used to working remotely across different time zones, and we're committed to creating a collaborative and inclusive work environment. We value diversity and believe that our differences are what make us stronger. We're an equal opportunity employer and do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status.

Benefits and Perks

As a member of our team, you'll enjoy:

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
• Continued investment in your professional development
• Day 1 access to a robust health and wellness benefits package, including an annual wellness stipend
• 401k with up to a 4% match and immediate vesting
• Flexible and generous (FTO) time-off
• Employee Stock Purchase Program

Compensation

The total base pay range for this position is $17.00 to $19.50 USD per hour in most US locations. Final offer amounts are determined by multiple factors, including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above.

How to Apply

If you're passionate about delivering exceptional customer experiences and are excited about the opportunity to join our team, please submit your application. We can't wait to review your credentials and get to know more about your experience! Apply to this job Apply To this Job Apply for this job