Customer Support Specialist
About this role
Position Overview:
The Customer Support Specialist will assist RxVantage in transforming how medical practices engage with life science resources to improve patient care. Trusted by more than 12,000 medical practices and all major life science companies, RxVantage has powered over 6 million educational exchanges between healthcare teams and life science companies.
As a Customer Support Specialist you will be a subject matter expert in RxVantage solutions, becoming proficient with all aspects of the application’s functionality in order to analyze, troubleshoot, diagnose and resolve customer issues. The position provides world class solutions-oriented technical support with a strong focus on customer service that is designed to maximize customer satisfaction
You’ll be responsible for:
- Respond to customer inquiries via phone, email, chat in a timely and professional manner.
- Monitor our admin database to help troubleshoot issues for customers
- Accurately log all customer interactions (Issue, troubleshooting steps and resolution) in Salesforce to ensure all necessary data is documented
- Direct and escalate complex issues to appropriate company personnel
- Follow-up with customers to ensure issues are resolved and satisfaction is achieved
- Meet or exceed established KPI’s such as response SLA’s, resolution SLA’s, CSAT, Case Quality, etc.
- Stay current on product releases and known issues to ensure we accurately support and educate customers
- Work cross functionally to resolve customer issues
- Contribute to and maintain internal and customer facing knowledge base
- Provide input to develop and refine customer support systems and processes
- Adhere to attendance and schedule expectations
- Other duties and responsibilities as assigned
The ideal candidate:
- 2+ years of experience in customer or technical support
- Experience working with case management or CRM platforms, Salesforce is a plus!
- Bachelor's Degree or equivalent work experience
- Strong troubleshooting skills and technical aptitude
- Strong work ethic and relentless attention to detail
- Excellent written and verbal communication skills
- Desire to learn and receptive to feedback
- Empathetic with a customer first mindset
Benefits:
- Competitive Salary
- 100% Company-Paid Premiums for Employee’s Medical Health (HDHP 4500), Vision, and Dental Plans + $4,400 company sponsored contribution into an HSA
- Short-term and Long-term Disability
- Life Insurance
- 401k Matching
- Work from Anywhere within the US
- Flexible PTO
- 100% Paid Parental Leave
- Post-Parental Leave Program - $5k stipend to assist with expenses, 4 week 100% paid “Ease-Back” return to work transition period
- Charitable donation matching
Location:
Our “Work from Anywhere” philosophy is aimed at making sure that we recruit a diverse range of thought leadership to ensure that our technology is better able to serve local health care providers. Our goal is to hire the country’s top talent and allow them to create an environment within the U.S. where they can do their best work.
About Our Organization:
At RxVantage, we're a small company with a big mission: to connect healthcare providers with the right life science experts and resources they need, exactly when they need them, to improve patient care. We’ve built a software platform that’s changing the way providers learn about the latest medical advancements and technologies. Every year, our platform powers over 1 million educational exchanges between medical practices and life science companies, making it easier for them to stay informed and provide better care.
We have a proven product, a strong mission, and a passionate team. Now, we're looking for talented people to help us grow even more. If you're driven, eager to make an impact, and ready to be part of something meaningful, we want to hear from you!
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RxVantage is an equal opportunity employer and dedicated to ensuring that we represent the local communities where our health and wellbeing providers serve as pillars of support to our family, friends, and neighbors. Our representation within these communities allows us to embody a diverse set of backgrounds, experiences, abilities and perspectives; and provide an inclusive environment for our team to feel empowered to be their authentic selves, without fear of harassment or discrimination.
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You'll be redirected to rxvantage's official application page on Greenhouse.