Customer Success Specialist - Hunt Valley Location

drchrono - Hunt Valley, MD2.9

Do you enjoy finding solutions to problems? Do you have a passion for a career in customer support? If yes, then this is the position for you!
The Customer Success Specialist is the initial point of contact for our clients in answering tickets, inbound phone calls, emails or chat interactions. This position involves troubleshooting within the drchrono software, researching solutions, and providing resolutions to Tier 1 technical and service problems. This person ensures proper escalation procedures are followed within Zendesk while performing assigned functions according to standardized policies and procedures. This person is accountable for customer satisfaction by achieving specific prescribed, measurable performance goals on a daily basis.

In this role you will...
Provide amazing customer supportResolve web based and phone requests via Zendesk (our CRM), phone, GoToMeeting trainings and other tools
Be a support representative and consultant for a variety of subjects related to the drchrono platform, iPad, iPhone, desktop, mobile applications, and other tools
Talk to users about technical issues and troubleshoot in a way customers can understand
Utilize internal tracking tools to manage issues between customers, sales, support, and engineering
Respond professionally to urgent inbound phone callsIdentify and escalate priority issues
Monitor and control numerous concurrent tasks in tandem
Train old and new clients in all aspects of the drchrono platform
You have...
1+ years in a genuine customer facing, Internal support or customer service role
1+ years troubleshooting
1+ years in a healthcare setting
The 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 tough situations
Exceptional listening skills, with attention to detail
Excellent verbal and written communication skills
A passion for working in healthcare

Bonus Skills
Knowledge/experience with measuring, improving customer satisfaction and loyalty
Previously worked in a start-up environment
EHR / Healthcare experience
1 year experience using SalesForce or other CRM
drchrono is a medical platform for doctors and patients. We are crafting only the best mobile healthcare experience, with a focus on iPad, iPhone, Apple Watch and web. The driving force of our efforts is in changing the way people engage and experience healthcare through electronic health records. We’re building some fascinating stuff. We are a Silicon Valley startup, working out of the chronoplex in SUNNYVALE, CA and Hunt Valley, Maryland. Our focus is on building artistic, intricate, and useful products. You would be part of an entrepreneurial, sharp, capable and curious team. Since our inception, we have attracted over 100k physicians, 10 million patients. So far we’ve booked 20+ million patient appointments and processed 1.5 billion dollars in medical billing per year.

drchrono is ranked by INC 500 as one of the fastest growing private companies in America.

Silicon Valley Business Journal designated drchrono as one of the fastest growing private companies and was voted the #1 mobile Electronic Health Record 6 years in a row by Black Book Rankings.

We are always asking ourselves, how can we make physicians and patients life better through technology? Our team works on making healthcare better day by day.

What we do and look for in people we work with-
We don’t settle.
Passion, be inspired.
Develop entrepreneurs.
Put a dent in the universe through healthcare.
No global movement springs from individuals. It takes an entire team united behind something big.

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