Experity isan industry-leading software and services company focused on urgent care software solutions, we have expertise to help our clients grow, thrive, evolveand succeed.

As a Client Solutions Representative, you will be responsible for providing technical and product support to internal and external users by researching issues and responding to questions; troubleshooting problems; ensuring that clinic operations are uninterrupted and application performance is meeting expectations. You will work closely with internal partners to ensure clients have accurate and timely issue resolution and adhere to escalation processes diligently to support service level agreements.

Responsibilities:

Answer inbound Support calls/emails, and make outbound follow-up calls/emails

Manage client requests and assigned projects to successful completion

Assist client/clinical staff/peers with application training and proper use

Properly identify and investigate application issues, research answers to guide client through corrective steps, following escalation processes diligently to support service level agreements

Build trusted and reputable working relationships with clients and internal teams

Drive improved client satisfaction scores

Maintain individual and team quality metrics

Utilize CRM for documentation, client communication, and ticket resolution and tracking

Escalateissues of increased priorityto Client Solutions Specialist and management per procedure and SLAs

Utilize approved monitoring tools/resources to analyze technical issues

Encourage workflow improvements and Experity product features to clients

Adhere to all company and team-specific processes and procedures

Ability to work into a rotating shift for nights/weekends/Holidays

Other duties as assigned

Qualifications:

Proven ability to communicate well in English both verbally and written

Excellent organization and time management

Outstanding customer service and interpersonal skills

Ability to prioritize multiple tasks, work effectively under stress, meet deadlines, and take direction

Proficient in Windows based applications, and MS Office software products

Education and Experience:

High school diploma or equivalent

Two years of customer service experience

Preferred:

Technical experience


Job Details:

Posted Date : 2022-04-21

Expiry Date : 2022-07-21

Job type : Part Time

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