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Job Description
- As a Support Specialist 1 - Chat & Email at WebPT, you will be at the forefront of providing assistance to customers using our software products. Your role will involve leveraging your in-depth knowledge of WebPT's offerings to ensure that customers maximize the benefits of our products. It will be crucial for you to become well-versed in all aspects of WebPT products and effectively communicate your expertise to accommodate various learning styles. At WebPT, we are dedicated to hiring exceptionally talented individuals and equipping them with the necessary tools to excel in their roles.
Your responsibilities as a part of our team will include:
- Serving as the primary point of contact for all Members
- Delivering exceptional customer service and maintaining a Customer Satisfaction (CSAT) score of 90 or above
- Handling inbound live chats and emails as your primary responsibilities
- Responding promptly and accurately to a diverse range of technical and non-technical inquiries
- Maintaining ongoing communication with each Member until their issue is resolved, while documenting the progress
- Escalating issues to higher levels of support when necessary
- Monitoring and tracking support cases within Salesforce, WebPT's help desk, and customer relationship management (CRM) system
- Meeting key performance goals such as response time, resolution rate, and quality assurance
- Providing feedback on, utilizing, and contributing to the knowledgebase to facilitate quicker issue resolution
- Organizing and prioritizing caseload to meet Service Level Agreements (SLAs) and identifying tickets requiring escalation
- Adhering to all confidentiality and compliance regulations, including HIPAA
- Demonstrating reliability, punctuality, and adherence to work schedules and breaks
To qualify for this role, you should possess:
- Two years of experience in a fast-paced help center or customer service environment, or a combination of relevant degree and experience
- Technical aptitude with a proven ability to use web browsers, web applications, and other forms of technology
- Strong critical thinking skills for effective troubleshooting
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- Excellent written communication skills
- Passion for delivering high-quality customer service
- Confidence in your abilities
- Proficiency in navigating multiple web applications simultaneously, online meeting software, and web conferencing tools
- Ability to respond to chats and cases promptly with a high level of accuracy
- Strong organizational skills, proactive approach, effective communication, and accountability
- Solution-oriented mindset for achieving positive outcomes
Additionally, it would be beneficial if you have experience in a SaaS environment, similar EMR platforms, medical administration or billing, and customer service roles involving help desk, troubleshooting, or call centers.
At WebPT, our core values revolve around service, accountability, attitude, personality, work ethic, community outreach, health and wellness, and resource efficiency. We foster a culture of hard work combined with enjoyment, promoting equal opportunities, autonomy, trailblazing, and integrity in our interactions with Members. If you are enthusiastic about assisting Members, thrive in a dynamic work environment, and are committed to achieving greatness in rehab therapy practice, then you are the perfect fit for our team. Join us in our mission to empower rehab therapy professionals and work towards achieving our collective goals.,
Skills
Customer Relationship ManagementCustomer SatisfactionCustomer ServiceAdministrationCustomer RelationshipCall Center ExperienceTechnical AptitudeCustomer ServiceWritten CommunicationEMR PlatformCritical ThinkingHelp DeskWeb ApplicationsSaaS EnvironmentTroubleshootingOnline Meeting SoftwareMedical AdminBillingWeb Conferencing ToolsIf an employer asks you to pay any kind of fee, please notify us immediately. Jobaaj does not charge any fee from the applicants and we do not allow other companies also to do so.
Important dates & deadlines?
Application Deadline
17 Oct 25, 03:31 PM IST
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