Job Description
Description
As a Customer Success Specialist your primary job will be to support customers who are currently using Supervision Assist and to help potential customers understand the value that Supervision Assist can bring. You'll be working under direction of the Supervision Assist Product Manager alongside a dedicated team of professionals working to improve our customer experience and refine our product delivery. Some in-person travel may be required to attend conferences if needed.
Duties and Responsibilities
Phone and Email Support: Manage incoming email and phone requests. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
Help Desk Support: Proactively build and maintain help articles and tutorials for the Supervision Assist knowledgebase. Help articles should be well written, use consistent formatting, and updated with new releases. Communicate new release information with users when new features are released.
Customer Onboarding: Assist with new customer onboarding. Create and review university evaluations and forms and assist in converting forms to the proper format using Alchemer. Customer onboarding will be conducted using the ClickUp management system.
Marketing: Conducting research on potential customers and creating lists for sales and marketing efforts. Assist in creating materials and communications for marketing campaigns.
Training: Conducted training sessions with university staff and students
Security: Complete relevant HIPAA and organizational security training and follow all protocols when dealing with customers. When encountering a security event follow best practices of documentation and reporting.
Sales Assistance: Communicate the benefits of Supervision Assist when potential clients reach out to the support hotline. Be the second in line for any sales related presentations and/or questions.
Quality Assurance: Assist in identifying bugs related to Supervision Assist. This may be following up on reports made by customers or testing new releases for potential bugs.
Experience
- Demonstrated experience working in a professional customer service capacity
Requirements
- Proven experience with Customers
- Demonstrated ability to utilize technology tools.
- Based in the US and legally eligible for employment
- University Bachelor's degree or equivalent experience
- Strong English language skills
- Effective communication skills to both understand customer needs and communicate those needs to the development team
- Strongly self-motivated and driven
- Able to communicate with clarity and compassion among a diverse team
Bonus points for:
- Experience working on a 100% remote team
- Knowledge using Mailchimp, Helpscout, or Canva.
- Experience and interest in web accessibility, e.g. WCAG standards
- Experience with HIPAA compliance
- Familiarity with Mental/Behavioral Health professions
Benefits
- Competitive salary
- 21 days paid time off + 6 paid holidays per year
- Medical coverage for employee and family, 100% employer-paid
- Professional continuing education allowance
- Flexible, sustainable work making a positive impact in the world
Job Tags
Holiday work, Remote job, Flexible hours,